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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314837 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Field Repair • P3

📍 Centerwell – Parkview East — 3915 Spencer Highway, Pasadena TX, 77504

Nov 12, 2025 → Nov 21, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 17, 2025
✗ SLA Missed (4 biz days late)
Active: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Nov 21, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Nov 12 → Nov 17, 2025
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Entered
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: On Hold
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 4 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 21, 2025
3 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 7 of 3 biz days used
Created: Nov 12, 2025 Tech Off Site: Nov 21, 2025
Business Days Used 7 / 3
0 3d budget +4d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0 / 3
Nov 12 → Nov 12 Ready for Scheduling ▶ Running 0 0 / 3
Nov 12 → Nov 17 Assigned ▶ Running 3 3 / 3
Nov 17 → Nov 17 Entered ▶ Running 0 3 / 3
Nov 17 → Nov 17 On Hold ▶ Running 0 3 / 3
Nov 17 → Nov 18 Assigned ▶ Running 1 4 / 3
Nov 18 → Nov 21 Scheduled ▶ Running 3 7 / 3
Nov 21 → Nov 21 Tech On Site ▶ Running 0 7 / 3
Dispatch 0.0d
Holding 0.3d (excluded)
Coordinators 9.0d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
0.3 days
Coordinators
9.0 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Nov 12, 2025 Due: Nov 17, 2025 Completed: Nov 21, 2025 (3 days late)
📅
7.8 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
7.0d 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 #00543083
FW: Midmark ekg
Closed
I have a Mid Mark ekg that needs to be serviced. I do not have the asset number.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Teri Rivera
Owner
Virtual Tech
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314837 (current) Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Nov 12, 2025 • Closed: Nov 21, 2025
Completed with minor delays
Invoiced • 112 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 7.0 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
0.1d / 1.0d SLA
Assigned
4.9d / 0.5d SLA
On Hold
0.3d
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/18 KKelch scheduled per logged email from Teri

11/17 KKelch sent Teri an email for scheduling

11/17 KKelch placed on hold due to 3 failed attempts to schedule

11/17 KKelch called Teri to schedule for 11/20 between 9 and 11 am. Left VM.

11/13 KKelch called Teri to schedule for 11/17 between 3 and 4 pm. Left VM. 

11/12 KKelch called Teri to schedule for 11/17 between 12:30 and 2:30 pm. Left VM.

🔧 Work Performed
- investigated reported issue: I have a Mid Mark ekg that needs to be serviced. - staff reported acquisition module not working. Not giving signal - confirmed reported issue: unable to obtain solid stable reading - performed multiple attempts to get readings. Erratic unstable - usb cable, lead wires, and clips all look in good condition - internal pcba has malfunctioned - equipment needs to be replaced
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
I have a Mid Mark ekg that needs to be serviced. I do not have the asset number. https://www.ebiotrack.com/workorder.php?wo=69647

Timeline

📞
Case Linked Nov 11, 5:03 PM
Case Number: 00543083
Subject: FW: Midmark ekg
Status: Closed
📋
▶
2 Work Order Created Nov 12, 12:56 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Nov 12, 1:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 38m
⏳ 4.0 business days
🆕
Status: Entered by Kaitlyn Kelch Nov 17, 2:34 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 5d 0h, 0m
👷
Status: Assigned by Stephanie Ramen Nov 17, 5:06 PM
From: On Hold
To: Assigned
Duration in Previous: 2h 31m
👷
▶
3 Technician Assigned Nov 18, 9:00 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 15h 54m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-21T15:00:00.000+0000
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Nov 21, 10:00 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 45
🚗
▶
3 Status: Tech Off Site Nov 21, 6:22 PM
Status: Tech Off Site → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Nov 25, 11:06 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⚠️ 8.0 business days
🧾
Invoice Created Dec 8, 5:14 PM
Invoice Number: 247499

Bottlenecks

Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00543083
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Arturo Diaz
Scheduled
Nov 21, 10:00 AM
Created
Nov 12, 12:56 PM
Invoice #
247499

Work Details (5)

Name Type Status Qty Amount Date
WL-03016128 Labor Open 1.5 $178.50 Nov 21, 10:02 AM
WL-03016129 Travel Open 45 - Nov 21, 10:02 AM
WL-03016130 Travel Open 45 - Nov 21, 10:02 AM
WL-03017067 Labor Open 1 $119.00 Nov 21, 6:25 PM
WL-03017068 Labor Open 1 $0.00 Nov 21, 6:25 PM

Details