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WO-01312956 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Middleburg #3741 — 1586 Branan Field Road, Middleburg FL, 32068

Nov 4, 2025 → Dec 22, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (15 biz days late)
Active: 31 biz days
🕐 Clock stopped: Completed (Dec 22, 2025)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 14, 2025
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 7 of ? biz days used
24d
▶ Clock Running
Status: Scheduled
Nov 14 → Dec 22, 2025
24 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 31 of ? biz days used
Created: Nov 4, 2025 Completed: Dec 22, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Nov 14 Ready for Scheduling ▶ Running 7 7
Nov 14 → Nov 14 Assigned ▶ Running 0 7
Nov 14 → Dec 22 Scheduled ▶ Running 24 31
Dec 22 → Dec 22 Tech On Site ▶ Running 0 31
Dispatch 0.0d
Coordinators 32.6d
Field Work 0.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
32.6 days
Over SLA
Field Work
0.6 days
Created: Nov 4, 2025 Due: Jan 2, 2026 Completed: Dec 22, 2025 (11 days early)
📅
31.9 days Total Age
⏱️
24.8d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
30.8d 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 #00540628
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 61 pcs https://www.ebiotrack.com/inspection.php?iid=30998
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tammara Middleton
Owner
Jessica Sells
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01312956 (current) Invoiced
Inspection • Anthony Wright
Created: Nov 4, 2025 • Closed: Dec 22, 2025
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 24.8 days stuck in "Scheduled"
⏱️
Total Delay 30.8 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
7.9d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
24.8d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
2.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/19/25 AJinerson - Called site to let them know arrival time on Monday would be pushed back closer to between 12:30pm-1:30pm 

(Tech had urgent repair come in for first stop Mon. 12/22). 

12/18/25 AJinerson - This site had their annual inspection serviced in Jan. 21, 2025 (SLA was orig. for Feb too). I believe this SLA needs to be updated, as it came in incorrectly.


11/14/25 AJinerson - Called site to schedule tech visit. Spoke with Tammara Middleton (Site manager) who confirmed scheduling for 

Monday, 12/22 with arrival between 10:30 a.m. - 12:30 p.m. 

Onsite contact: Tammara Middleton 

This is the day that works best for them, they had to schedule after 12/19 and Mondays they have less providers in office.

🔧 Work Performed
12/22/25 AMW - Performed annual inspection on all medial equipment located. total of 71 pieces of equipment inspected. ALL PASS, Notified POC of inspection findings and completion.
🔍 Technician Findings
12/22/25 AMW - Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 61 pcs https://www.ebiotrack.com/inspection.php?iid=30998

Timeline

📞
Case Linked Nov 4, 12:00 AM
Case Number: 00540628
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 4, 12:04 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 8.0 business days
👷
▶
2 Status: Assigned Nov 14, 12:45 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Anthony Wright
📅
▶
2 Dispatch Scheduled Nov 14, 12:58 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 12m
🚨 24.0 business days
📅
Dispatch Scheduled by Abby Jinerson Dec 19, 9:25 AM
Scheduled For: 2025-12-22T17:00:00.000+0000
⏳ 2.0 business days
🔧
▶
2 Status: Tech On Site Dec 22, 1:08 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 72, 166
⏱️
Labor Added Dec 22, 1:48 PM
Type: Labor
Status: Open
Qty: 2
⏱️
▶
2 Labor Added Dec 22, 5:34 PM
Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 26m, 0m
⏳ 2.8 business days
📄
Status: Ready to Bill by Diane Patton Dec 24, 9:38 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 16h, 0m
⏳ 3.0 business days
🧾
Invoice Created Dec 29, 9:09 AM
Invoice Number: SM-249884

Bottlenecks

Ready for Scheduling
Duration: 7.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business days
Scheduled
Duration: 24.8 business days (threshold: 2.0 business days)
Exceeded by 22.8 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00540628
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Dec 22, 12:00 PM
Created
Nov 4, 12:04 PM
Invoice #
SM-249884

Work Details (5)

Name Type Status Qty Amount Date
WL-03045202 Labor Open 1 $0.00 Dec 22, 1:11 PM
WL-03045203 Travel Open 72 - Dec 22, 1:11 PM
WL-03045204 Travel Open 166 - Dec 22, 1:11 PM
WL-03045229 Labor Open 2 $1,292.00 Dec 22, 1:48 PM
WL-03045505 Labor Open 3 $0.00 Dec 22, 5:34 PM

Details