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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309777 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 CareMount Medical PC — 90 S Bedford Rd, Mount Kisco NY, 10549

Oct 15, 2025 → Nov 14, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 30, 2025
✓ SLA Met (29 biz days early)
Active: 14 biz days
Paused: 7 biz days
🕐 Clock stopped: Completed (Nov 15, 2025)
▶ Clock Running
Status: Created
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸7d
⏸ Clock Paused
Status: Ready for Release
Oct 15 → Oct 24, 2025
7 business days (not counted)
12d
▶ Clock Running
Status: Scheduled
Oct 24 → Nov 12, 2025
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 15, 2025
2 business days (counted)
Running total: 14 of ? biz days used
Created: Oct 15, 2025 Completed: Nov 15, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 15 → Oct 15 Created ▶ Running 0 0
Oct 15 → Oct 24 Ready for Release ⏸ Paused 7 —
Oct 24 → Nov 12 Scheduled ▶ Running 12 12
Nov 12 → Nov 15 Tech On Site ▶ Running 2 14
Dispatch 0.1d
Holding 7.8d (excluded)
Coordinators 13.0d
Field Work 3.0d
Billing 1.3d
✓ SLA Met
Dispatch
0.1 days
Holding (excluded from total)
7.8 days
Coordinators
13.0 days
Over SLA
Field Work
3.0 days
Over SLA
Billing
1.3 days
Over SLA
Created: Oct 15, 2025 Due: Dec 30, 2025 Completed: Nov 15, 2025 (45 days early)
📅
21.8 days Total Age
⏱️
13.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
13.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535776
URGENT Philips WO Request
Closed
EPIQ Elite Diagnostic Ultrasound System Installed Product 107795036 - USN23B1752
Priority
High
Origin
Email
Reason
New Case
Contact
Lauren Perrini
Owner
Shelby Robinson
Created
Oct 15, 2025
Work Orders from this Case (6)
WO-01309770 Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 15, 2025 • Closed: Nov 18, 2025
WO-01309771 Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 15, 2025 • Closed: Nov 18, 2025
WO-01309772 Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 15, 2025 • Closed: Nov 14, 2025
WO-01309774 Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 15, 2025 • Closed: Nov 14, 2025
WO-01309775 Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 15, 2025 • Closed: Nov 18, 2025
WO-01309777 (current) Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 15, 2025 • Closed: Nov 14, 2025
Completed with significant delays
Invoiced • 140 days old
🚨
Primary Delay 13.0 days stuck in "Scheduled"
⏱️
Total Delay 13.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Release
7.8d
Scheduled
13.0d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.9d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/24/2025 Cever received email from lperrini@caremount.com confirming FSE onsite for Nov 12th starting at 10 a.m. for 3 devices

10/23/2025 Cever working with Perrini, Lauren for all devices due for Nov dec and Jan for her network. 10/16/2025 Cever working with Perrini, Lauren for scheduling all site location due Nov-Jan

🔧 Work Performed
EPIQ Elite Diagnostic Ultrasound System Installed Product 107794447 - USN23B1753
🔍 Technician Findings
EPIQ Elite Diagnostic Ultrasound System Installed Product 107794447 - USN23B1753
⚠️ Problem Description
EPIQ Elite Diagnostic Ultrasound System Installed Product 107794447 - USN23B1753
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Oct 15, 12:47 PM
Case Number: 00535776
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 15, 1:24 PM
Work Order: WO-01309777
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Mandy Newman Oct 15, 1:52 PM
From: Entered
To: Ready for Release
Duration in Previous: 27m
⚠️ 8.0 business days
👷
▶
3 Technician Assigned Oct 24, 8:22 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Cristina Everetts
From: Ready for Release
To: Scheduled
Duration in Previous: 8d 18h
📅
Dispatch Scheduled by Cristina Everetts
Scheduled For: 2025-11-12T15:00:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by Nkosi Wilson Nov 12, 10:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 3h
⏳ 3.0 business days
⏱️
▶
2 2x Labor Added Nov 14, 7:55 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Nkosi Wilson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 9h, 0m
⏳ 1.5 business days
⏱️
▶
2 Labor Added Nov 17, 11:26 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 15h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 20, 4:41 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 5h
💰
Status: Invoiced by Josh Longway Nov 21, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 19m
⏳ 2.0 business days
🧾
Invoice Created Nov 24, 12:37 PM
Invoice Number: SM-247226

Bottlenecks

Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours

🔗 Related Artifacts

📞
Case 00535776
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Nov 12, 10:00 AM
Created
Oct 15, 1:24 PM
Invoice #
SM-247226

Work Details (3)

Name Type Status Qty Amount Date
WL-03008341 Labor Open 2 $275.00 Nov 14, 7:55 PM
WL-03008342 Labor Open 1.5 $0.00 Nov 14, 7:55 PM
WL-03009768 Labor Open 0.016666666666667 $38.00 Nov 17, 11:26 AM

Details