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WO-01305604 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Countryside — 29335 US Highway 19 North, Clearwater FL, 33761

Sep 22, 2025 → Oct 20, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (12 biz days late)
Active: 19 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 30, 2025
6 business days (counted)
Running total: 6 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Sep 30 → Oct 16, 2025
11 business days (counted)
Running total: 17 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 16 → Oct 20, 2025
2 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 19 of ? biz days used
Created: Sep 22, 2025 Completed: Oct 20, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0
Sep 22 → Sep 30 Ready for Scheduling ▶ Running 6 6
Sep 30 → Oct 16 Assigned ▶ Running 11 17
Oct 16 → Oct 20 Scheduled ▶ Running 2 19
Oct 20 → Oct 20 Tech On Site ▶ Running 0 19
Dispatch 0.0d
Coordinators 21.6d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
21.6 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Sep 22, 2025 Due: Oct 22, 2025 Completed: Oct 20, 2025 (2 days early)
📅
19.7 days Total Age
⏱️
11.9d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
20.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529264
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. Site relocated. Need an initial inspection done to confirm equipment https://www.ebiotrack.com/inspection.php?iid=30244
Priority
Standard
Origin
Email
Reason
New Case
Contact
Christopher Barze
Owner
Sherry Reich
Created
Sep 22, 2025
Work Orders from this Case (1)
WO-01305604 (current) Invoiced
Inspection • Anthony Wright
Created: Sep 22, 2025 • Closed: Oct 20, 2025
Completed with significant delays
Invoiced • 163 days old
🚨
Primary Delay 11.9 days stuck in "Assigned"
⏱️
Total Delay 20.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
6.7d / 1.0d SLA
Assigned
11.9d / 0.5d SLA
Scheduled
2.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED

10/16/25 AJinerson - Called 727-202-5111 to follow up and schedule tech visit. Operator (Rockland) transferred me to site, spoke with Sydney who spoke with Anton. Per Anton, we can come any day next week Mon-Fri. Confirmed w/ Sydney to schedule tech on site Mon. 10/20 with eta between 10AM - 12PM. 


Anton will be POC on site, number to reach: 727-202-5111. 

No special requirements or arrival instructions, they are at a freestanding building and confirmed we have correct address. 


9/30/25 AJinerson - Called Anton to schedule tech visit. Went to Conviva directory and placed on hold. No answer after 6 mins and position in place was still 8 to wait in line for operator. 


09/29/2025 LHill-updated contact in SMX and EBT to Anton Syvolavong.


09/29/2025 LHill-Called 727-328-4633. spoke with Anton Syvolavong and he confirmed contact & equipment. Best number is 727-202-5111

Scheduling ahead needed: Yes 


Certain day or time: M-F 8AM-5PM 


Confirmed contact information is correct: Yes 


Anything additional needed for tech to gain access to the facility: No.


09/26/2025 LHill-Called 727-328-4633. was on hold for almost 10 minutes and someone finally answered and said she couldn't hear me.


09/26/2025 LHill-Called 727-382-4633 for Vivian and this is a car sales place. ( I see where I missed dialed the number)


09/26/2005 LHill-Called 813-940-0619 . spoke to Miranda and is no longer at this facility. Need to contact Vivian at 727-328-4633.


09/25/2025 LHill-LM at 813-940-0619 for Christopher Barze to confirm contact & equipment.


09/23/2025 LHill-email bounced for Christopher Barze.


09/23/2025 LHill-sent email to Christopher Barze at cbarze@convivasolutions.com to confirm contact & equipment.


09/23/2025 LHill-LM at 813-940-0619 for Christopher Barze to confirm contact & equipment.

🔧 Work Performed
10/20/25 AMW -Performed annual inspection on all medial equipment located.Total of 47 pieces of equipment inspected. ALL PASS. Notified POC of inspection findings and completion.
🔍 Technician Findings
10/20/25 AMW - Perform annual inspection on all medial equipment located. Notify POC of inspection findings and completion,
⚠️ Problem Description
Initial Annual Inspection Service This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. Site relocated. Need an initial inspection done to confirm equipment https://www.ebiotrack.com/inspection.php?iid=30244

Timeline

📞
Case Linked Sep 22, 10:42 AM
Case Number: 00529264
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 22, 2:11 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Sep 30, 12:29 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7d 22h
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Oct 16, 12:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-10-20T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Anthony Wright Oct 20, 10:24 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 21h
⏱️
3x Labor Added Oct 20, 10:49 AM
Type: Labor, Travel
Status: Open
Qty: 2.75, 148, 12
⏱️
▶
2 2x Labor Added Oct 20, 12:07 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 43m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Oct 22, 11:46 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:24 PM
Invoice Number: SM-244360

Bottlenecks

Ready for Scheduling
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days
Assigned
Duration: 11.9 business days (threshold: 4.0 business hours)
Exceeded by 11.4 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.3 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00529264
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Oct 20, 10:00 AM
Created
Sep 22, 2:11 PM
Invoice #
SM-244360

Work Details (5)

Name Type Status Qty Amount Date
WL-02976871 Labor Open 2.75 $0.00 Oct 20, 10:49 AM
WL-02976872 Travel Open 148 - Oct 20, 10:49 AM
WL-02976873 Travel Open 12 - Oct 20, 10:49 AM
WL-02976956 Labor Open 2 $1,292.00 Oct 20, 12:07 PM
WL-02976957 Labor Open 0.5 $0.00 Oct 20, 12:07 PM

Details