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WO-01313738 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Callahan #2265 — 449621 US Highway 301, Suite 110, Callahan FL, 32011

Nov 7, 2025 → Jan 5, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (23 biz days late)
Active: 36 biz days
🕐 Clock stopped: Completed (Jan 5, 2026)
▶ Clock Running
Status: Created
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → Nov 14, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 4 of ? biz days used
32d
▶ Clock Running
Status: Scheduled
Nov 14 → Jan 5, 2026
32 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 36 of ? biz days used
Created: Nov 7, 2025 Completed: Jan 5, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 7 Created ▶ Running 0 0
Nov 7 → Nov 14 Ready for Scheduling ▶ Running 4 4
Nov 14 → Nov 14 Assigned ▶ Running 0 4
Nov 14 → Nov 14 Scheduled ▶ Running 0 4
Nov 14 → Nov 14 Reschedule ▶ Running 0 4
Nov 14 → Jan 5 Scheduled ▶ Running 32 36
Jan 5 → Jan 5 Tech On Site ▶ Running 0 36
Dispatch 0.0d
Coordinators 37.3d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
37.3 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Nov 7, 2025 Due: Jan 30, 2026 Completed: Jan 5, 2026 (25 days early)
📅
36.5 days Total Age
⏱️
32.7d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
35.6d 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 #00541977
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 56 pieces https://www.ebiotrack.com/inspection.php?iid=31100
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tamika Legare
Owner
Sherry Reich
Created
Nov 7, 2025
Work Orders from this Case (1)
WO-01313738 (current) Invoiced
Inspection • Anthony Wright
Created: Nov 7, 2025 • Closed: Jan 5, 2026
Completed with significant delays
Invoiced • 117 days old
🚨
Primary Delay 32.7 days stuck in "Scheduled"
⏱️
Total Delay 35.6 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
4.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
32.7d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/14/25 AJinerson - Called site 2nd time. Spoke with Kylie who confirmed with Tamika to proceed with scheduling. Confirmed scheduling for Monday, 

1/5 with eta between 10:30AM-12:30PM. 

POC onsite: Kylie/Tamika

Arrival instructions: None. 


11/14/25 AJinerson - Called POC but number just kept ringing busy.

🔧 Work Performed
1/5/26 AMW - Performed annual inspection on all medical equipment located. Total of 53 pieces of equipment inspected. 1 FAILURE - EKG BURDICK 8300 Would not print. Unit is not supported any more. No follow up needed. Notified POC of equipment status. Returned equipment to service.
🔍 Technician Findings
1/5/26 AMW - Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 56 pieces https://www.ebiotrack.com/inspection.php?iid=31100

Timeline

📞
Case Linked Nov 7, 6:00 AM
Case Number: 00541977
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 7, 2:42 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Nov 14, 1:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 22h
📅
▶
5 Dispatch Scheduled Nov 14, 1:17 PM
Dispatch Scheduled → Status: Scheduled → Status: Reschedule → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 8m
🔄
Status: Reschedule by Abby Jinerson
From: Scheduled
To: Reschedule
Duration in Previous: 1m
🗓️
Status: Scheduled by Ben Saur
From: Reschedule
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2026-01-05T15:30:00.000+0000, 2026-01-05T13:00:00.000+0000, 2026-01-05T19:00:00.000+0000
🚨 33.0 business days
🔧
Status: Tech On Site by Anthony Wright Jan 5, 10:47 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 51d 21h
⏱️
2x Labor Added Jan 5, 10:55 AM
Type: Labor, Travel
Status: Open
Qty: 3, 185
⏱️
▶
2 3x Labor Added Jan 5, 4:04 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 17m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 7, 2:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
📨
▶
2 Status: Invoice Pending Jan 7, 2:23 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Jan 12, 8:42 AM
Invoice Number: SM-250705

Bottlenecks

Ready for Scheduling
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days
Scheduled
Duration: 32.7 business days (threshold: 2.0 business days)
Exceeded by 30.7 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00541977
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Jan 5, 10:30 AM
Created
Nov 7, 2:42 PM
Invoice #
SM-250705

Work Details (5)

Name Type Status Qty Amount Date
WL-03053497 Labor Open 3 $0.00 Jan 5, 10:55 AM
WL-03053498 Travel Open 185 - Jan 5, 10:55 AM
WL-03053839 Labor Open 2.5 $1,292.00 Jan 5, 4:04 PM
WL-03053840 Labor Open 3.25 $0.00 Jan 5, 4:04 PM
WL-03053841 Travel Open 186 - Jan 5, 4:04 PM

Details