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WO-01314398 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 CONVIVA W North Miami — 12615/ 12625 W. Dixie Hwy, North Miami FL, 33161

Nov 10, 2025 → Jan 2, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (22 biz days late)
Active: 34 biz days
🕐 Clock stopped: Completed (Jan 2, 2026)
▶ Clock Running
Status: Created
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
30d
▶ Clock Running
Status: Ready for Scheduling
Nov 10 → Dec 26, 2025
30 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 30 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 26 → Jan 2, 2026
4 business days (counted)
Running total: 34 of ? biz days used
Created: Nov 10, 2025 Completed: Jan 2, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 10 → Nov 10 Created ▶ Running 0 0
Nov 10 → Dec 26 Ready for Scheduling ▶ Running 30 30
Dec 26 → Dec 26 Assigned ▶ Running 0 30
Dec 26 → Jan 2 Scheduled ▶ Running 4 34
Dispatch 0.0d
Coordinators 35.5d
Field Work 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
35.5 days
Over SLA
Field Work
0.0 days
Created: Nov 10, 2025 Due: Jan 30, 2026 Completed: Jan 2, 2026 (28 days early)
📅
34.5 days Total Age
⏱️
30.5d in Ready for Scheduling Longest Stage
🔄
5 transitions Status Changes
⚠️
33.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542309
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 74 https://www.ebiotrack.com/inspection.php?iid=31125 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karen Barrio
Owner
Shelby Robinson
Created
Nov 9, 2025
Work Orders from this Case (1)
WO-01314398 (current) Invoiced
Inspection • Yves Dessin
Created: Nov 10, 2025 • Closed: Jan 2, 2026
Completed with significant delays
Invoiced • 114 days old
🚨
Primary Delay 30.5 days stuck in "Ready for Scheduling"
⏱️
Total Delay 33.9 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
30.5d / 1.0d SLA
Scheduled
5.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED


12/26/25 AJinerson - Per below, scheduling ahead needed: No. Sent email to POC Karen confirming we have our technician scheduled to visit on Friday, 1/2/26 with eta between 8am-10am.


12/22/2025 LHill-rec'd call from Karen at 786-509-1365. She confirmed equipment and is the contact.


Scheduling ahead needed: No 

Certain day or time: M-F 8 AM- 5PM 

Confirmed contact information is correct: Yes.  

Anything additional needed for tech to gain access to the facility: No 



12/22/2025 LHill-LM at (786) 509-1365 for Karen Barrio to confirm contact & equipment.

🔧 Work Performed
arrived at site inspected and calibration verified 96 devices all devices passed returned all back to service
🔍 Technician Findings
arrived at site inspected and calibration verified 96 devices all devices passed returned all back to service
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 74 https://www.ebiotrack.com/inspection.php?iid=31125 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Nov 9, 6:03 AM
Case Number: 00542309
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 10, 3:11 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 31.0 business days
👷
▶
4 Status: Assigned Dec 26, 11:06 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Yves Dessin
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-02T14:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-02T13:00:00.000+0000
💵
2x Expenses Added Dec 26, 2:13 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
⏱️
▶
3 3x Labor Added Jan 2, 3:30 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Yves Dessin
From: Scheduled
To: Completed
Duration in Previous: 7d 4h
🏁
Status: Closed by Yves Dessin
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 6, 9:44 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 18h, 0m
⏳ 4.0 business days
🧾
Invoice Created Jan 9, 12:49 PM
Invoice Number: SM-250543

Bottlenecks

Ready for Scheduling
Duration: 30.5 business days (threshold: 1.0 business days)
Exceeded by 29.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00542309
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Yves Dessin
Scheduled
Jan 2, 8:00 AM
Created
Nov 10, 3:11 PM
Invoice #
SM-250543

Work Details (5)

Name Type Status Qty Amount Date
WL-03048077 Expenses Open 1 $0.00 Dec 26, 2:13 PM
WL-03048078 Expenses Open 1 $0.00 Dec 26, 2:13 PM
WL-03052657 Labor Open 2 $0.00 Jan 2, 3:30 PM
WL-03052658 Labor Open 8 $1,738.25 Jan 2, 3:30 PM
WL-03052659 Labor Open 3 $0.00 Jan 2, 3:30 PM

Details