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WO-01307910 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Westchester #1308 — 8608 Bird Road, Miami FL, 33155

Oct 6, 2025 → Dec 19, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (31 biz days late)
Active: 50 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
▶ Clock Running
Status: Created
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
20d
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Nov 4, 2025
20 business days (counted)
Running total: 20 of ? biz days used
20d
▶ Clock Running
Status: Assigned
Nov 4 → Dec 5, 2025
20 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Entered
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Entered
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 40 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 19, 2025
10 business days (counted)
Running total: 50 of ? biz days used
Created: Oct 6, 2025 Completed: Dec 19, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 6 → Oct 6 Created ▶ Running 0 0
Oct 6 → Nov 4 Ready for Scheduling ▶ Running 20 20
Nov 4 → Dec 5 Assigned ▶ Running 20 40
Dec 5 → Dec 5 Entered ▶ Running 0 40
Dec 5 → Dec 5 Ready for Scheduling ▶ Running 0 40
Dec 5 → Dec 5 Assigned ▶ Running 0 40
Dec 5 → Dec 5 Scheduled ▶ Running 0 40
Dec 5 → Dec 5 Entered ▶ Running 0 40
Dec 5 → Dec 5 Ready for Scheduling ▶ Running 0 40
Dec 5 → Dec 5 Assigned ▶ Running 0 40
Dec 5 → Dec 19 Scheduled ▶ Running 10 50
Dispatch 0.0d
Coordinators 52.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
52.2 days
Over SLA
Billing
0.0 days
Created: Oct 6, 2025 Due: Dec 31, 2025 Completed: Dec 19, 2025 (12 days early)
📅
50.8 days Total Age
⏱️
20.8d in Ready for Scheduling Longest Stage
🔄
8 transitions Status Changes
⚠️
50.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 18, 2025
Visit 2 Dec 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533059
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 152 Pcs https://www.ebiotrack.com/inspection.php?iid=30552
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lizette Novas
Owner
Kimberly Hardison
Created
Oct 6, 2025
Work Orders from this Case (1)
WO-01307910 (current) Invoiced
Inspection • Yves Dessin
Created: Oct 6, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 20.8 days stuck in "Ready for Scheduling"
⏱️
Total Delay 50.4 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
20.8d / 1.0d SLA
Assigned
20.3d / 0.5d SLA
Scheduled
11.2d / 2.0d SLA
Closed
2.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/5/25 AJinerson - Received email back from Lizette confirming she will be the contact on-site for this visit. Tech can ask for Lizette upon arrival in the reception area.


12/5/25 AJinerson - Sent email back to POC Lizette confirming tech visit scheduled for 12/18-12/19 with arrival between 8am-10ameach morning. Asking to confirm who POC on-site will be and if any arrival instructions needed.


12/5/25 AJinerson - Received email back from POC Lizette requesting/confirming scheduling for 12/18 - 12/19. Site will be open between 8am-5pm.


12/5/25 AJinerson - reassigning to tech who is covering HCP work in this area while local tech is on PTO. 


12/4/25 AJinerson - Sent follow up email to POC Lizette offering tech visit on below dates.

Thursday, 12/18 – Friday, 12/19

Monday, 12/22 – Tuesday, 12/23

Tuesday, 12/30 – Wednesday, 12/31

(would have to be reassigned to YDessin who will be covering for EBarahona while on PTO mid-end Dec.)


11/18/25 AJinerson - Called site to follow up and schedule tech visit. Spoke with operator who reached out to site. Site informed operator that they are too busy to take a call at the moment and suggest to have us call back after 2PM sometime. 


11/4/25 AJinerson - email to POC Lizette offering tech visit on below dates:

Thursday, 11/13 – Friday, 11/14

Tuesday, 11/18 – Wednesday, 11/19

Monday, 12/1 – Tuesday, 12/2


11/4/25 AJinerson - Called site to schedule tech visit but site was closed/no option to leave VM. 

🔧 Work Performed
First day 63 device inspect and calibration verified, second day 102 devices inspected and calibration verified 1 failed and 164 passed
🔍 Technician Findings
First day 63 device inspect and calibration verified, second day 102 devices inspected and calibration verified 1 failed and 164 passed
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 152 Pcs https://www.ebiotrack.com/inspection.php?iid=30552

Timeline

📞
Case Linked Oct 6, 7:00 AM
Case Number: 00533059
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 6, 1:55 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
🚨 21.0 business days
👷
▶
2 Technician Assigned Nov 4, 4:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 29d 3h
🚨 20.9 business days
🆕
▶
4 Status: Entered Dec 5, 9:34 AM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Yves Dessin
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-12-18T13:00:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 5, 11:03 AM
Technician Assigned → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-08T14:00:00.000+0000, 2025-12-08T13:00:00.000+0000
🆕
▶
3 Status: Entered Dec 5, 11:17 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Yves Dessin
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-12-18T13:00:00.000+0000
⚠️ 5.0 business days
💵
Expenses Added Dec 11, 1:34 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
💵
3x Expenses Added Dec 17, 7:44 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added Dec 18, 9:42 AM
Type: Labor
Status: Open
Qty: 0.5
⏱️
2x Labor Added Dec 18, 5:09 PM
Type: Labor
Status: Open
Qty: 8, 1
⏱️
3x Labor Added Dec 19, 11:25 AM
Type: Labor
Status: Open
Qty: 0.5, 6, 2
💵
▶
2 Expenses Added Dec 19, 11:33 AM
Expenses Added → Status: Completed
✔️
Status: Completed by Yves Dessin
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 14d 0h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 23, 1:05 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⚠️ 6.0 business days
🧾
Invoice Created Dec 31, 2:24 PM
Invoice Number: SM-249833

Bottlenecks

Ready for Scheduling
Duration: 20.8 business days (threshold: 1.0 business days)
Exceeded by 19.8 business days
Assigned
Duration: 20.3 business days (threshold: 4.0 business hours)
Exceeded by 19.8 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00533059
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Yves Dessin
Scheduled
Dec 18, 8:00 AM
Created
Oct 6, 1:55 PM
Invoice #
SM-249833

Work Details (11)

Name Type Status Qty Amount Date
WL-03034241 Expenses Open 1 $0.00 Dec 11, 1:34 PM
WL-03041280 Expenses Open 1 $0.00 Dec 17, 7:44 PM
WL-03041281 Expenses Open 1 $0.00 Dec 17, 7:44 PM
WL-03041282 Expenses Open 1 $0.00 Dec 17, 7:44 PM
WL-03041705 Labor Open 0.5 $0.00 Dec 18, 9:42 AM
WL-03042368 Labor Open 8 $0.00 Dec 18, 5:09 PM
WL-03042369 Labor Open 1 $0.00 Dec 18, 5:09 PM
WL-03043340 Labor Open 0.5 $0.00 Dec 19, 11:25 AM
WL-03043341 Labor Open 6 $3,204.50 Dec 19, 11:25 AM
WL-03043342 Labor Open 2 $0.00 Dec 19, 11:25 AM
WL-03043347 Expenses Open 1 $0.00 Dec 19, 11:33 AM

Details