Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317049 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Brandon — 1920 W. Brandon Blvd, Brandon FL, 33511

Nov 24, 2025 → Feb 18, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (53 biz days late)
Active: 56 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
▶ Clock Running
Status: Created
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Dec 16, 2025
14 business days (counted)
Running total: 14 of ? biz days used
31d
▶ Clock Running
Status: On Hold
Dec 16 → Feb 2, 2026
31 business days (counted)
Running total: 45 of ? biz days used
7d
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 11, 2026
7 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 52 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 18, 2026
4 business days (counted)
Running total: 56 of ? biz days used
Created: Nov 24, 2025 Completed: Feb 18, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 24 → Nov 24 Created ▶ Running 0 0
Nov 24 → Dec 16 Ready for Scheduling ▶ Running 14 14
Dec 16 → Feb 2 On Hold ▶ Running 31 45
Feb 2 → Feb 11 Ready for Scheduling ▶ Running 7 52
Feb 11 → Feb 11 Assigned ▶ Running 0 52
Feb 11 → Feb 18 Scheduled ▶ Running 4 56
Dispatch 0.0d
Holding 31.5d (excluded)
Coordinators 26.5d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
31.5 days
Coordinators
26.5 days
Over SLA
Created: Nov 24, 2025 Due: Jan 30, 2026 Completed: Feb 18, 2026 (18 days late)
📅
56.3 days Total Age
⏱️
31.5d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
23.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00546209
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 64 pcs https://www.ebiotrack.com/inspection.php?iid=31414
Priority
Standard
Origin
Email
Reason
New Case
Contact
Samantha Dunbar
Owner
Jessica Sells
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01317049 (current) Invoiced
Inspection • Yves Dessin
Created: Nov 24, 2025 • Closed: Feb 18, 2026
Completed with significant delays
Invoiced • 100 days old
🚨
Primary Delay 31.5 days stuck in "On Hold"
⏱️
Total Delay 23.9 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
21.8d / 1.0d SLA
On Hold
31.5d
Assigned
0.3d / 0.5d SLA
Scheduled
4.5d / 2.0d SLA
Closed
2.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/11/26 AJinerson - Leticia emailed back confirming tech visit for Wednesday, 2/18 with arrival between 9am-11am.

Sent email back asking to confirm the below info.

POC on-site:

Arrival instructions:


2/11/26 AJinerson - Sent follow up email to Leticia offering tech visit on Wednesday, 2/18 with arrival between 9am-11am.


2/11/26 AJinerson - Called site number. Spoke with Operator Kathy who transferred me to site. Spoke with Abby on-site who informed me that Leticia is on lunch and we will follow up with email. 


2/11/26 AJinerson - WO released back into RFS 2/2 with updated POC.


02/02/2026 DNakoff - Updated POC


12/16/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 


12/16/2025 LHill-sent email to Samantha Dunbar at scorsi@convivasolutions.com to confirm contact & equipment.


12/16/2025 LHill-LM at 813-486-6465 for Samantha Dunbar to confirm contact & equipment.


12/11/2025 LHill-sent email to Samantha Dunbar at scorsi@convivasolutions.com to confirm contact & equipment.


12/11/2025 LHill-LM at 813-486-6465 for Samantha Dunbar to confirm contact & equipment.


12/10/2025 LHill-sent email to Samantha Dunbar at scorsi@convivasolutions.com to confirm contact & equipment.


12/10/2025 LHill-LM at 813-486-6465 for Samantha Dunbar to confirm contact & equipment.

🔧 Work Performed
I inspected and calibration verified 80 pieces of devices All 80 devices passed
🔍 Technician Findings
Arrived and inspected and verified calibrations
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 64 pcs https://www.ebiotrack.com/inspection.php?iid=31414

Timeline

📞
Case Linked Nov 24, 6:00 AM
Case Number: 00546209
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 24, 4:52 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 14.9 business days
⏸️
Status: On Hold by Laura Hill Dec 16, 2:45 PM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 21d 21h
🚨 32.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Feb 2, 2:44 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 47d 23h
⚠️ 8.0 business days
👷
▶
2 Technician Assigned Feb 11, 1:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8d 22h
🗓️
▶
2 Status: Scheduled Feb 11, 3:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-18T14:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 5x Labor Added Feb 18, 1:43 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Yves Dessin
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 22h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 20, 5:51 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 4h, 0m
⏳ 1.8 business days
🧾
Invoice Created Feb 23, 11:26 AM
Invoice Number: SM-254620

Bottlenecks

Ready for Scheduling
Duration: 14.3 business days (threshold: 1.0 business days)
Exceeded by 13.3 business days
Ready for Scheduling
Duration: 7.5 business days (threshold: 1.0 business days)
Exceeded by 6.5 business days
Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00546209
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Yves Dessin
Scheduled
Feb 18, 9:00 AM
Created
Nov 24, 4:52 PM
Invoice #
SM-254620

Work Details (5)

Name Type Status Qty Amount Date
WL-03110466 Labor Open 4 $1,398.25 Feb 18, 1:43 PM
WL-03110467 Labor Open 1 $0.00 Feb 18, 1:43 PM
WL-03110468 Labor Open 1 $0.00 Feb 18, 1:43 PM
WL-03110469 Travel Open 10 - Feb 18, 1:43 PM
WL-03110470 Travel Open 35 - Feb 18, 1:43 PM

Details