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Detailed work order timeline, KPIs, and analysis

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WO-01312335 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Drop Shipment • PC

📍 Centerwell - Grove Park — 2056 Donald Lee Hollowell Parkway Suite 1, Atlanta GA, 30318

Oct 31, 2025 → Feb 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 2, 2026
✓ SLA Met
Active: 1 biz days
Paused: 59 biz days
🕐 Clock stopped: Invoiced (Feb 2, 2026)
▶ Clock Running
Status: Created
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸59d
⏸ Clock Paused
Status: Awaiting Parts
Oct 31 → Jan 30, 2026
59 business days (not counted)
▶ Clock Running
Status: L2 Review
Jan 30 → Feb 2, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 31, 2025 Invoiced: Feb 2, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 31 → Oct 31 Created ▶ Running 0 0
Oct 31 → Jan 30 Awaiting Parts ⏸ Paused 59 —
Jan 30 → Feb 2 L2 Review ▶ Running 1 1
Feb 2 → Feb 2 Completed ▶ Running 0 1
Dispatch 0.0d
Material Management 59.7d
Coordinators 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
59.7 days
Over SLA
Coordinators
0.0 days
Billing
0.0 days
Created: Oct 31, 2025 Due: Feb 2, 2026 Completed: Feb 2, 2026 (on time)
📅
60.7 days Total Age
⏱️
59.7d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
58.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540024
WO-01311715
Closed
Need pads ordered for AED Henry Holmes: Approved by Kenya Askew. Part # 989803139261
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Kenya Askew
Owner
Derek Reynolds
Created
Oct 31, 2025
Work Orders from this Case (1)
WO-01312335 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 31, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 124 days old
🚨
Primary Delay 59.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 58.7 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
Awaiting Parts
59.7d / 3.0d SLA
L2 Review
1.1d
Assigned
0.0d / 0.5d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
sources aeds pads and shipped to site
🔍 Technician Findings
sources aeds pads and shipped to site
⚠️ Problem Description
Need pads ordered for AED Henry Holmes: Approved by Kenya Askew. Part # 989803139261 https://www.ebiotrack.com/workorder.php?wo=69391

Timeline

📞
▶
4 Case Linked Oct 31, 2:10 PM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01312335
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
Parts Requested
Order: 00084554
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 60.0 business days
🔩
▶
2 2x Parts Added Jan 30, 5:52 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 91d 4h
⏳ 1.8 business days
✔️
▶
4 Status: Completed Feb 2, 10:12 AM
Status: Completed → Labor Added → Technician Assigned → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.21666666666667
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
🏁
Status: Closed by Wendy Argueta
From: Assigned
To: Closed
Duration in Previous: 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 4, 4:44 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 6h
📨
▶
2 Status: Invoice Pending Feb 4, 4:49 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252993

Bottlenecks

Awaiting Parts
Duration: 59.7 business days (threshold: 3.0 business days)
Exceeded by 56.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00540024
Closed
📦
Parts Order 00084554
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 31, 2:11 PM
Invoice #
SM-252993

Work Details (3)

Name Type Status Qty Amount Date
WL-03085768 Parts Open 1 $100.36 Jan 30, 5:52 PM
WL-03085769 Expenses Open 1 $124.12 Jan 30, 5:52 PM
WL-03087692 Labor Open 0.21666666666667 $29.75 Feb 2, 10:13 AM

Details