Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (4 biz days late)
Active: 9 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Nov 20 → Dec 5, 2025
9 business days (counted)
Running total: 9 of ? biz days used
Created: Nov 20, 2025Completed: Dec 5, 2025
Show SLA Clock Detail (2 periods)
Period
Status
Clock
Biz Days
Running Total
Nov 20 → Nov 20
Created
▶ Running
0
0
Nov 20 → Dec 5
Assigned
▶ Running
9
9
Dispatch0.0d
Coordinators9.8d
Field Work0.0d
Billing7.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
9.8 days
Over SLA
Field Work
0.0 days
Billing
7.7 days
Over SLA
Created: Nov 20, 2025
Due: Dec 20, 2025
Completed: Dec 5, 2025 (15 days early)
📅
9.8 daysTotal Age
⏱️
9.8d in AssignedLongest Stage
🔄
6 transitionsStatus Changes
⚠️
14.0d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
5 linesWork Details
🏠
1 visitOn-Site Trips
📋
CoordinatorScheduling
AI Analysis
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Completed with significant delays
Invoiced • 104 days old
🚨
Primary Delay9.8 days stuck in "Assigned"
⏱️
Total Delay14.0 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
Assigned
9.8d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
0.5d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
6.4d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12.5.25 hshaw - chat MMcnamara
🔧Work Performed
Perform Bench Overhaul: Evaluated, unit has a bad diaphragm pump.
11/4/2025 Started tear down unit, clean valve block, replace all O-ring, plunger seal, internal
calibrated leak, IDP3 tip seal, new diaphragm pump. Clean inside spec-tube body, ion chamber, ion support pole, replace new filament, metal gasket, retorque spec-tube header. Perform fine test procedure, record parameter. Unit leak check ok shut off unit, pack it up,
ship unit back to customer.
🔍Technician Findings
BAD DIAPHRAGM PUMP
⚠️Problem Description
Note
27.10.2025 08:40:00 WF-BATCH
Agent: PIERCEB Timestamp: 2025-10-27 07:39:50
Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004262.
Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802.
Will not pump down to vacuum
📄Description
Helium Leak Detector, PD03 configuration
📞Call Description
VPD Bench Repair Trade
Dec 5, 2025 4:16pm
@MICHAEL MCNAMARA I have reviewed and moved WO to RTB.
Timeline
📋
Work Order Created Nov 20, 12:15 PM
Work Order:WO-01316521
Type:Repair/PM
Priority:PSM
👷
▶
2
Technician Assigned Nov 20, 12:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kim Pearson
From:Entered
To:Assigned
Duration in Previous:11m
🚨10.0 business days
🔩
4x Parts Added Dec 5, 11:41 AM
Type:Parts
Status:Open
Qty:1
⏱️
Labor Added Dec 5, 12:01 PM
Type:Labor
Status:Open
Qty:5
✔️
▶
2
Status: Completed Dec 5, 12:08 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Minh Huynh
From:Completed
To:Closed
Duration in Previous:2m
📄
Status: Ready to Bill by Hannah ShawDec 5, 4:15 PM
From:Closed
To:Ready to Bill
Duration in Previous:4h 5m
⏳2.0 business days
📨
Status: Invoice Pending by Hannah ShawDec 8, 4:01 PM
From:Ready to Bill
To:Invoice Pending
Duration in Previous:2d 23h
⚠️7.0 business days
💰
▶
2
Status: Invoiced Dec 16, 1:31 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number:SM-248490
Bottlenecks
Assigned
Duration: 9.8 business days (threshold: 4.0 business hours)
Exceeded by 9.3 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Invoice Pending
Duration: 6.4 business days (threshold: 2.0 business days)