Primary Delay32.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay48.3 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
32.0d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
17.0d / 2.0d SLA
Reschedule
1.9d / 2.0d SLA
Closed
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
1/22 KSmith -- Rescheduled for 1/28 with Phoebe. 8-10am
1/21 KSmith -- FSE called off today. Sent email to schedule for 1/28
1/5 KSmith -- Scheduled for 1/21 with Phoebe. 11am-1pm
1/5 KSmith -- Office is closed on Fridays. Site requested a Wednesday. Provided 1/21 as a scheduled date and am awaiting response
1/5 KSmith -- Sent email to schedule for 1/23
12/30 KSmith -- Sent email to schedule for 1/23
CONFIRMED
12/23/2025 LHill-spoke with Phoebe at 978-942-4832 she confirmed contact and equipment.
Scheduling ahead needed: Yes
Certain day or time: hours are different
Confirmed contact information is correct: Yes.
Anything additional needed for tech to gain access to the facility: No
🔧Work Performed
Annual Equipment Electrical Safety Test And Calibration Service
🔍Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service
⚠️Problem Description
Annual Equipment Electrical Safety Test And Calibration Service
14 Pcs
https://www.ebiotrack.com/inspection.php?iid=31140
📋
Inbound from +18157771057
Completed Feb 24, 2026
transferred to Accounts recv per request
📧
Email:RE: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Completed Feb 3, 2026
From: pfoley@neplasticsurgerymd.com
To: ksmith@emsar.com
Cc: scott.berry@emsar.com
Thank you so much.
On February 2, 2026 03:20:16 pm ET, "Kourtney Smith" <ksmith@emsar.com> wrote:
Hi Phoebe,
I have copied @Scott Berry <mailto:scott.berry@emsar.com> on this email to assist with the questions regarding charges for your service.
best regards,
Kourtney smith
account service coordinator I
East District coordinator
937-366-1038
877-323-6728 EXT 238
📧
Email:RE: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Completed Jan 22, 2026
From: pfoley@neplasticsurgerymd.com
To: ksmith@emsar.com
Thanks so much!
On January 22, 2026 08:33:28 am ET, "Kourtney Smith" <ksmith@emsar.com> wrote:
Thank you Phoebe. I apologize for the inconvenience yesterday.
I have it updated on the schedule for next Wednesday, January 28th, arrival between 8-10am.
best regards,
Kourtney smith
account service coordinator I
East District coordinator
937-366-1038
877-323-6728 EXT 238
ksmith@emsar.com <ma
📧
Email:RE: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Completed Jan 22, 2026
From: pfoley@neplasticsurgerymd.com
To: ksmith@emsar.com
Hi,
Thank you. My nurse was wondering what happened. Yes next Wednesday is fine as long as it is before 1pm. Thanks!
On January 21, 2026 12:02:53 pm ET, "Kourtney Smith" <ksmith@emsar.com> wrote:
Hi Phoebe,
I apologize but the technician is feeling under the weather and will not be able to make it onsite today.
Could we reschedule for next Wednesday, January 28th?
best regards,
Kourtney smith
ac
📧
Email:RE: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Completed Jan 5, 2026
From: pfoley@neplasticsurgerymd.com
To: ksmith@emsar.com
Thanks so much!
On January 5, 2026 10:33:14 am ET, "Kourtney Smith" <ksmith@emsar.com> wrote:
Great thank you. The technician will be onsite on Wednesday, January 21st, arrival between 11am-1pm.
best regards,
Kourtney smith
account service coordinator I
East District coordinator
937-366-1038
877-323-6728 EXT 238
ksmith@emsar.com <mailto:ksmith@emsar.com> .
www.emsar.com <https://protect
📧
Email:RE: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Completed Jan 5, 2026
From: pfoley@neplasticsurgerymd.com
To: ksmith@emsar.com
I think that would be fine. What time? They are here until 1:00 pm
On January 5, 2026 09:14:51 am ET, "Kourtney Smith" <ksmith@emsar.com> wrote:
Would Wednesday, January 21st work?
best regards,
Kourtney smith
account service coordinator I
East District coordinator
937-366-1038
877-323-6728 EXT 238
ksmith@emsar.com <mailto:ksmith@emsar.com> .
www.emsar.com <https://protect.checkpoint.co
📧
Email:Re: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Completed Jan 5, 2026
From: pfoley@neplasticsurgerymd.com
To: ksmith@emsar.com
Hi Kourtmey,
Unfortunately the office is closed on Fridays. Is there a Wednesday that might work? We don't see patients that day and it works better for us.
Let me know.
Phoebe
On January 5, 2026 09:02:16 am ET, "Kourtney Smith" <ksmith@emsar.com> wrote:
Hi Phoebe,
I’m Kourtney with EMSAR, and I’m reaching out to schedule the onsite services for the health care equipment. Would you be able to confirm sc
📧
Email: Re: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Completed Jan 5, 2026
To: pfoley@neplasticsurgerymd.com
CC:
BCC:
Attachment: --none--
Subject: Re: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Body:
Hi Phoebe,
I’m Kourtney with EMSAR, and I’m reaching out to schedule the onsite services for the health care equipment. Would you be able to confirm scheduling for the units at New England Plastic Surgery Center located at 33 Village Square Chelmsford?
If not, would you have the contact information of the person I need to speak with?
📧
Email: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Completed Dec 30, 2025
To: pfoley@neplasticsurgerymd.com
CC:
BCC:
Attachment: --none--
Subject: New England Plastic Surgery Center -- EMSAR Inspection -- WO-01314672
Body:
Hi Phoebe,
I’m Kourtney with EMSAR, and I’m reaching out to schedule the onsite services for the health care equipment. Would you be able to confirm scheduling for the units at New England Plastic Surgery Center located at 33 Village Square Chelmsford?
If not, would you have the contact information of the person I need to speak with?
If y
📋
Outbound to +19789424832
Completed Dec 23, 2025
12/23/2025 LHill-spoke with Phoebe at 978-942-4832 she confirmed contact and equipment.
Scheduling ahead needed: Yes
Certain day or time: hours are different
Confirmed contact information is correct: Yes.
Anything additional needed for tech to gain access to the facility: No
📅
WO-01314672 - Inspection - Chelmsford - New England Plastic Surgery Center
Jan 28, 2026 9:00am – 11:00am
Work Order: WO-01314672
Account: New England Plastic Surgery Center
Customer Case Number:
Location: New England Plastic Surgery Center
Address: 33 Village Square Chelmsford, Chelmsford, MA 01824
Manufacturer:
Model #:
Serial #:
Contact Name: Phoebe (pronounced Fibi) Foley
Contact Phone: 978-942-
Timeline
📞
Case Linked Nov 9, 6:06 AM
Case Number:00542324
Subject:eBiotrack - Automated New Inspection Created. Waiting for response from Scott
Status:Closed
⏳1.0 business days
📋
▶
2
Work Order Created Nov 11, 4:50 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
🚨32.0 business days
👷
▶
2
Technician Assigned Dec 30, 10:06 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From:Ready for Scheduling
To:Assigned
Duration in Previous:48d 17h
⏳4.0 business days
🗓️
▶
2
Status: Scheduled Jan 5, 10:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For:2026-01-21T16:30:00.000+0000
🚨11.0 business days
📅
Dispatch Scheduled by Kourtney SmithJan 20, 10:04 AM
Scheduled For:2026-01-21T17:00:00.000+0000
⏳2.0 business days
🔄
Status: Reschedule by Kourtney SmithJan 21, 12:04 PM
From:Scheduled
To:Reschedule
Duration in Previous:16d 1h
🗓️
▶
2
Status: Scheduled Jan 22, 8:32 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For:2026-01-28T14:00:00.000+0000
⚠️5.0 business days
🔩
▶
2
3x Parts Added Jan 28, 12:18 PM
3x Parts Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From:Scheduled, Completed
To:Completed, Closed
Duration in Previous:6d 3h, 0m
📄
▶
2
Status: Ready to Bill Jan 29, 11:22 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From:Invoice Pending
To:Invoiced
Duration in Previous:0m
⏳2.0 business days
🧾
Invoice Created Feb 1, 9:54 PM
Invoice Number:SM-252507
Bottlenecks
Ready for Scheduling
Duration: 32.0 business days (threshold: 1.0 business days)
Exceeded by 31.0 business days
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)