Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314400 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 CC Palm River — 7901 palm river road, Tampa FL, 33619

Nov 10, 2025 → Jan 27, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (38 biz days late)
Active: 50 biz days
🕐 Clock stopped: Completed (Jan 27, 2026)
▶ Clock Running
Status: Created
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
31d
▶ Clock Running
Status: Ready for Scheduling
Nov 11 → Dec 29, 2025
31 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 29 → Dec 30, 2025
1 business day (counted)
Running total: 32 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Dec 30 → Jan 27, 2026
18 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 50 of ? biz days used
Created: Nov 10, 2025 Completed: Jan 27, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 10 → Nov 10 Created ▶ Running 0 0
Nov 10 → Nov 11 Ready for Scheduling ▶ Running 0 0
Nov 11 → Nov 11 Entered ▶ Running 0 0
Nov 11 → Dec 29 Ready for Scheduling ▶ Running 31 31
Dec 29 → Dec 30 Assigned ▶ Running 1 32
Dec 30 → Jan 27 Scheduled ▶ Running 18 50
Jan 27 → Jan 27 Tech On Site ▶ Running 0 50
Dispatch 0.0d
Coordinators 51.9d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
51.9 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Nov 10, 2025 Due: Jan 30, 2026 Completed: Jan 27, 2026 (3 days early)
📅
50.5 days Total Age
⏱️
31.0d in Ready for Scheduling Longest Stage
🔄
9 transitions Status Changes
⚠️
48.5d 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 #00542310
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 30 https://www.ebiotrack.com/inspection.php?iid=31126 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
JanPaul Maldonado
Owner
Shelby Robinson
Created
Nov 9, 2025
Work Orders from this Case (1)
WO-01314400 (current) Invoiced
Inspection • Joseph Anderson
Created: Nov 10, 2025 • Closed: Jan 27, 2026
Completed with significant delays
Invoiced • 114 days old
🚨
Primary Delay 31.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 48.5 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
31.5d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
18.6d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30/25 AJinerson - Email logged on WO-01314400. Sent email back to Janpaul confirming the below scheduled services. Asking for any arrival instructions and onsite contacts for these visits.


12/30/25 AJinerson - Email logged on WO-01314400.

Received email back from POC Janpaul Maldonado confirming the below:

Schedule for Monday, 1/26 with arrival between 10am-12pm:

CC Hanley Acc - 6726 A & B Hanley Rd. Tampa, FL 33634 - (WO-01314363)

Schedule for Tuesday, 1/27 with arrival between 10am-12pm:

CC Palm River - 7901 palm river road Tampa, FL 33619 - (WO-01314400)


12/30/25 AJinerson - Email logged on WO-01314400. Sent email back to POC Janpaul stating we have the below dates/times available and asking to confirm which date works best for each of their sites they are covering:

Monday, 1/26/2026

Tuesday, 1/27/2026

Wednesday, 1/28/2026

Thursday, 1/29/2026

Friday, 1/30/2026

arrival between 10am-12pm each day listed above.


12/30/25 AJinerson - Email logged on WO-01314400. Janpaul emailed back stating yes they can schedule this location as well and asking for some dates to schedule.


12/30/25 AJinerson - Email logged on WO-01314400. Email back to Janpaul letting them know we have them listed as our current POC for this location as well asking if this is correct.


12/30/25 AJinerson - Email logged on WO-01314400. Received email back from Janpaul stating she will assist with scheduling visit for: CC Hanley Acc - 6726 A & B Hanley Rd. Tampa, FL 33634 - (WO-01314363)But the other locations have different management that we will need to schedule with.


12/30/25 AJinerson - Email logged on WO-01314400. Sent email back to Janpaul asking if the below list are all of the sites that they are covering for that still need to be scheduled for January 2026 (3 of the WOs are on hold for contact issues). Asking Janpaul to confirm these are the only sites or if there are any additional sites needing to be added to this list and asking to confirm dates to schedule during week of 1/26 - 1/30.

CC Hanley Acc - 6726 A & B Hanley Rd. Tampa, FL 33634 - (WO-01314363)

CC Hanley 6993 - 6710B Hanley Rd. Tampa, FL 33634 - (WO-01314367)

CC Hanley 6991 - 6704 Hanley Rd. Tampa, FL 33634 - (WO-01314369)

CC Palm River - 7901 palm river road Tampa, FL 33619 - (WO-01314400)


12/30/25 AJinerson - Email logged on WO-01314400. Received email back from Janpaul asking about an additional site: Hanley 6726.


12/29/25 AJinerson - Email logged on WO-01314400. Received email back from Janpaul asking to schedule Palm River and Hanley locations as well.

Sent email back to Janpaul asking to confirm if the below addresses are the sites they are wanting to proceed with scheduling:

CC Hanley 6993 - 6710B Hanley Rd. Tampa, FL 33634

CC Hanley 6991 - 6704 Hanley Rd. Tampa, FL 33634

(These 2 Hanley WOs are both currently on hold due to contact non-responsive)

Asking Janpaul to confirm some dates week of 1/26 - 1/30 for each site.


12/29/25 AJinerson - Email logged on WO-01314401. Sent email back to Janpaul offering to schedule tech visit during the week of M-F 1/26 - 1/30, asking which date works best for them.


12/29/25 AJinerson - Email logged on WO-01314401. Received email back from Janpaul regarding scheduling tech visit for WO-01314401, asking to schedule the CC Palm River location as well.


11/11/25 AJinerson - WO came in as "EMSAR House Account". Returning to Dispatch for correction.

🔧 Work Performed
Inspected 41 pieces of equipment.
🔍 Technician Findings
Complete Annual Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 30 https://www.ebiotrack.com/inspection.php?iid=31126 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: 00542310
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
1.0 business days
📋
2 Work Order Created Nov 10, 3:14 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
🆕
Status: Entered by Abby Jinerson Nov 11, 8:38 AM
From: Ready for Scheduling
To: Entered
Duration in Previous: 17h 23m
📅
Status: Ready for Scheduling by Shelby Robinson Nov 11, 9:10 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 32m
🚨 31.0 business days
👷
2 Status: Assigned Dec 29, 12:37 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Joseph Anderson
2.0 business days
📅
2 Dispatch Scheduled Dec 30, 2:13 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 1d 1h
⚠️ 5.0 business days
📅
Dispatch Scheduled by Abby Jinerson Jan 6, 12:37 PM
Scheduled For: 2026-01-27T20:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Jan 6, 12:45 PM
Scheduled For: 2026-01-27T19:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Abby Jinerson Jan 15, 4:35 PM
Scheduled For: 2026-01-27T18:00:00.000+0000
3.9 business days
📅
Dispatch Scheduled by Abby Jinerson Jan 21, 12:15 PM
Scheduled For: 2026-01-27T14:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Joseph Anderson Jan 27, 10:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 27d 20h
⏱️
2 3x Labor Added Jan 27, 2:20 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Joseph Anderson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 50m
📄
2 Status: Ready to Bill Jan 28, 11:44 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 18.0 business days
🧾
Invoice Created Feb 23, 8:41 AM
Invoice Number: SM-252415

Bottlenecks

Ready for Scheduling
Duration: 31.0 business days (threshold: 1.0 business days)
Exceeded by 30.0 business days
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 18.6 business days (threshold: 2.0 business days)
Exceeded by 16.6 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours

🔗 Related Artifacts

📞
Case 00542310
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Joseph Anderson
Scheduled
Jan 27, 9:00 AM
Created
Nov 10, 3:14 PM
Invoice #
SM-252415

Work Details (3)

Name Type Status Qty Amount Date
WL-03080063 Labor Open 0.48333333333333 $0.00 Jan 27, 2:20 PM
WL-03080064 Labor Open 4 $1,292.00 Jan 27, 2:20 PM
WL-03080065 Travel Open 2.2 - Jan 27, 2:20 PM

Details