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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314423 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva-Hudson — 12582 US Hwy 19, Hudson FL, 34667

Nov 10, 2025 → Jan 22, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (35 biz days late)
Active: 47 biz days
🕐 Clock stopped: Completed (Jan 22, 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
17d
▶ Clock Running
Status: Scheduled
Dec 26 → Jan 22, 2026
17 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 47 of ? biz days used
Created: Nov 10, 2025 Completed: Jan 22, 2026
Show SLA Clock Detail (5 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 22 Scheduled ▶ Running 17 47
Jan 22 → Jan 22 Tech On Site ▶ Running 0 47
Dispatch 0.0d
Coordinators 47.6d
Field Work 0.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
47.6 days
Over SLA
Field Work
0.5 days
Created: Nov 10, 2025 Due: Jan 30, 2026 Completed: Jan 22, 2026 (8 days early)
📅
47.4 days Total Age
⏱️
30.4d in Ready for Scheduling Longest Stage
🔄
6 transitions Status Changes
⚠️
46.2d 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 #00542323
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 59 Pcs https://www.ebiotrack.com/inspection.php?iid=31139
Priority
Standard
Origin
Email
Reason
New Case
Contact
Erica Evans
Owner
Kimberly Hardison
Created
Nov 9, 2025
Work Orders from this Case (1)
WO-01314423 (current) Invoiced
Inspection • Joseph Anderson
Created: Nov 10, 2025 • Closed: Jan 22, 2026
Completed with significant delays
Invoiced • 114 days old
🚨
Primary Delay 30.4 days stuck in "Ready for Scheduling"
⏱️
Total Delay 46.2 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
30.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
17.3d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
2.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED

1/14/26 AJinerson - Tech staying local in this area this week, new arrival time between 9am-11am.

12/26/25 AJinerson - Per below conversation w/ customer, no scheduling ahead needed. Scheduling tech visit for Thursday, 1/22/2026 with eta between 10:30am-12:30pm.

12/22/2025 LHill-called 813-495-9833 and spoke with Diana. She confirmed contact & equipment.

Scheduling ahead needed: No 


Certain day or time: M-F 8 AM- 3PM 


Confirmed contact information is correct: Yes.  


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


12/18/2025 LHill- LM at 813-495-9833 for Diana to confirm contact & equipment.


12/11/2025 LHill-added Diana as the contact.


12/11/2025 LHill-Called 813-495-9833 for Diana. Someone picked up and hung up.


12/11/2025 LHill-spoke with Erica Evans at 504-202-6778. She advised she is just the project manager and is not the contact for this location. I need to call Diana at 813-495-9833.

🔧 Work Performed
Inspected 57 pieces of equipment.
🔍 Technician Findings
Complete Annual Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 59 Pcs https://www.ebiotrack.com/inspection.php?iid=31139

Timeline

📞
Case Linked Nov 9, 6:06 AM
Case Number: 00542323
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 10, 4:11 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 31.0 business days
👷
▶
4 Technician Assigned Dec 26, 4:56 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 46d 0h
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2026-01-22T15:45:00.000+0000, 2026-01-22T13:00:00.000+0000
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 1m
🚨 11.9 business days
📅
Dispatch Scheduled by Abby Jinerson Jan 13, 5:03 PM
Scheduled For: 2026-01-22T15:00:00.000+0000, 2026-01-22T13:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Jan 14, 9:18 AM
Scheduled For: 2026-01-22T14:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Joseph Anderson Jan 22, 10:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 26d 17h
⏱️
▶
3 2x Labor Added Jan 22, 1:55 PM
2x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4.0333333333333
✔️
Status: Completed by Joseph Anderson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 48m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Jan 26, 10:02 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252182

Bottlenecks

Ready for Scheduling
Duration: 30.4 business days (threshold: 1.0 business days)
Exceeded by 29.4 business days
Scheduled
Duration: 17.3 business days (threshold: 2.0 business days)
Exceeded by 15.3 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00542323
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Joseph Anderson
Scheduled
Jan 22, 9:00 AM
Created
Nov 10, 4:11 PM
Invoice #
SM-252182

Work Details (3)

Name Type Status Qty Amount Date
WL-03075164 Labor Open 1.4 $0.00 Jan 22, 1:55 PM
WL-03075165 Travel Open 38 - Jan 22, 1:55 PM
WL-03075166 Labor Open 4.0333333333333 $1,292.00 Jan 22, 1:56 PM

Details