Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316126 ↗ ServiceMax

Eyecheq • Removal • PC

📍 Walmart store 2890 — 5955 ZEBULON RD, Macon GA, 31210

Nov 18, 2025 → Nov 21, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 28, 2025
✓ SLA Met (3 biz days early)
Active: 3 biz days
🕐 Clock stopped: Completed (Nov 22, 2025)
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Entered
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: L2 Screening
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Entered
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Production
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 2 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 3 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 22, 2025
0 business days (counted)
Running total: 3 of ? biz days used
Created: Nov 18, 2025 Completed: Nov 22, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0
Nov 18 → Nov 18 L2 Screening ▶ Running 0 0
Nov 18 → Nov 19 Entered ▶ Running 1 1
Nov 19 → Nov 19 L2 Screening ▶ Running 0 1
Nov 19 → Nov 19 Entered ▶ Running 0 1
Nov 19 → Nov 20 Production ▶ Running 1 2
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 2
Nov 20 → Nov 20 Assigned ▶ Running 0 2
Nov 20 → Nov 21 Scheduled ▶ Running 1 3
Nov 21 → Nov 22 Tech On Site ▶ Running 0 3
Dispatch 3.5d
Coordinators 1.3d
Field Work 0.5d
Billing 19.2d
✓ SLA Met
Dispatch
3.5 days
Over SLA
Coordinators
1.3 days
Field Work
0.5 days
Billing
19.2 days
Over SLA
Created: Nov 18, 2025 Due: Nov 28, 2025 Completed: Nov 22, 2025 (6 days early)
📅
3.3 days Total Age
⏱️
19.0d in Billing Review Longest Stage
🔄
17 transitions Status Changes
⚠️
17.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544487
waiting for response from Nikki - FW: Work Order for 2 EyeCheq Kiosk Relocations
Closed
Job A Tasks Ship EyeCheq crate to location Tech must take photos before disassembly. Disassemble, re-crate EyeCheq Kiosk, and ship to NC location Uninstall, collect, box up, and mail IT equipment back to Jordan's home office Two ACER chromebooks 1 Stripe terminal & charging cables 1 Unifi Dream machine router & charging cables 1 Unifi Camera At NC location, uncrate and assemble kiosk Return crate to EMSAR warehouse FROM Walmart Store 2890 5955 ZEBULON RD MACON, GA, 31210 TO Atrium Health One Health Family Medicine and Urgent Care 16645 Birkdale Commons Parkway, Suite 100 Huntersville, NC 28078
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Nov 17, 2025
Work Orders from this Case (1)
WO-01316126 (current) Invoiced
Removal • Rozier Cole
Created: Nov 18, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 106 days old
🚨
Primary Delay 19.0 days stuck in "Billing Review"
⏱️
Total Delay 17.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.3d / 0.5d SLA
L2 Screening
0.2d / 1.0d SLA
Production
2.0d / 2.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.2d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
19.0d / 2.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.24.25 hshaw - moved WO to BR to clarify freight charge

11/19/25 lcoonrod

Tasks

Ship EyeCheq crate to location

🔧 Work Performed
discussed removal with cx - disassembled unit per instructions - packaged unit rails/sides and trim pieces - loaded dissembled eyechec system into crate
🔍 Technician Findings
located delivery driver - located cx - found unit needing removal
⚠️ Problem Description
Job A Tasks Ship EyeCheq crate to location Tech must take photos before disassembly. Disassemble, re-crate EyeCheq Kiosk, and ship to NC location Uninstall, collect, box up, and mail IT equipment back to Jordan's home office Two ACER chromebooks 1 Stripe terminal & charging cables 1 Unifi Dream machine router & charging cables 1 Unifi Camera At NC location, uncrate and assemble kiosk Return crate to EMSAR warehouse FROM Walmart Store 2890 5955 ZEBULON RD MACON, GA, 31210 TO Atrium Health One Health Family Medicine and Urgent Care 16645 Birkdale Commons Parkway, Suite 100 Huntersville, NC 28078
📄 Description
Higi Green Kiosk with 4G installed

Timeline

📞
Case Linked Nov 17, 2:34 PM
Case Number: 00544487
Subject: waiting for response from Nikki - FW: Work Order for 2 EyeCheq Kiosk Relocations
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 18, 4:46 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
🆕
Status: Entered by Emmanuel Morales Nov 18, 5:37 PM
From: L2 Screening
To: Entered
Duration in Previous: 50m
🔍
Status: L2 Screening by Leona Coonrod Nov 19, 8:13 AM
From: Entered
To: L2 Screening
Duration in Previous: 14h 36m
🆕
Status: Entered by Leona Coonrod Nov 19, 9:00 AM
From: L2 Screening
To: Entered
Duration in Previous: 46m
🏭
Status: Production by Leona Coonrod Nov 19, 10:18 AM
From: Entered
To: Production
Duration in Previous: 1h 18m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Nov 20, 4:36 PM
From: Production
To: Ready for Scheduling
Duration in Previous: 1d 6h
👷
▶
4 Technician Assigned Nov 20, 5:27 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 50m
📅
Dispatch Scheduled by Stephanie Ramen
Scheduled For: 2025-11-21T19:30:00.000+0000
🗓️
Status: Scheduled by Stephanie Ramen
From: Assigned
To: Scheduled
Duration in Previous: 3m
🔧
Status: Tech On Site by Rozier Cole Nov 21, 2:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 21h 25m
⏱️
5x Labor Added Nov 21, 9:59 PM
Type: Labor, Travel
Status: Open
Qty: 2, 4, 71, 79
⏱️
▶
2 5x Labor Added Nov 21, 11:03 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 8h 8m
🏁
Status: Closed by Rozier Cole Nov 21, 11:24 PM
From: Completed
To: Closed
Duration in Previous: 20m
⏳ 1.1 business days
💵
Status: Billing Review by Hannah Shaw Nov 24, 10:51 AM
From: Closed
To: Billing Review
Duration in Previous: 2d 11h
🚨 19.0 business days
⏱️
Labor Added Dec 22, 12:54 PM
Type: Labor
Status: Open
Qty: 1
📄
Status: Ready to Bill by Chris Bakkemo Dec 22, 1:21 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 28d 2h
💵
Status: Billing Review by Hannah Shaw Dec 22, 1:48 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 27m
📄
Status: Ready to Bill by Hannah Shaw Dec 22, 2:02 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 13m
📨
▶
3 Status: Invoice Pending Dec 22, 2:50 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-249767

Bottlenecks

Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.4 business hours
Billing Review
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days

🔗 Related Artifacts

📞
Case 00544487
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Removal
Branch
N/A
Technician
Rozier Cole
Scheduled
Nov 21, 2:30 PM
Created
Nov 18, 4:46 PM
Invoice #
SM-249767

Work Details (11)

Name Type Status Qty Amount Date
WL-03017329 Labor Open 2 $0.00 Nov 21, 9:59 PM
WL-03017330 Labor Open 4 $476.00 Nov 21, 9:59 PM
WL-03017331 Labor Open 2 $0.00 Nov 21, 9:59 PM
WL-03017332 Travel Open 71 $470.00 Nov 21, 9:59 PM
WL-03017333 Travel Open 79 $0.00 Nov 21, 9:59 PM
WL-03017366 Labor Open 2 $714.00 Nov 21, 11:03 PM
WL-03017367 Labor Open 4 $476.00 Nov 21, 11:03 PM
WL-03017368 Labor Open 4 $0.00 Nov 21, 11:03 PM
WL-03017369 Travel Open 71 $231.70 Nov 21, 11:03 PM
WL-03017370 Travel Open 260 $0.00 Nov 21, 11:03 PM
WL-03045169 Labor Open 1 $3,970.75 Dec 22, 12:54 PM

Details