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WO-01317264 ↗ ServiceMax

Conviva Care Solutions (Humana) • Misc. Inspection • P5

📍 Conviva Atlantic — 11900 Atlantic Blvd, Unit 1, Jacksonville FL, 32225

Nov 25, 2025 → Dec 1, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Dec 4, 2025
✓ SLA Met (3 biz days early)
Active: 2 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Dec 1, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 26, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
▶ Clock Running
Status: Assigned
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 1 of 5 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 26 → Dec 1, 2025
1 business day (counted)
Running total: 2 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 2 of 5 biz days used
Created: Nov 25, 2025 Completed: Dec 1, 2025
Business Days Used 2 / 5
0 5d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 25 → Nov 25 Created ▶ Running 0 0 / 5
Nov 25 → Nov 26 Ready for Scheduling ▶ Running 1 1 / 5
Nov 26 → Nov 26 Assigned ▶ Running 0 1 / 5
Nov 26 → Dec 1 Scheduled ▶ Running 1 2 / 5
Dec 1 → Dec 1 Tech On Site ▶ Running 0 2 / 5
Dispatch 0.0d
Coordinators 3.1d
Field Work 0.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.1 days
Over SLA
Field Work
0.1 days
Created: Nov 25, 2025 Due: Dec 4, 2025 Completed: Dec 1, 2025 (3 days early)
📅
2.2 days Total Age
⏱️
2.6d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
1.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546871
Closed
New Miscellaneous Equipment Inspection 1 new exam light needs inspected https://www.ebiotrack.com/inspection.php?iid=31461 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
High
Origin
Phone
Reason
New Case
Contact
Michelle Allen-Welch
Owner
Shelby Robinson
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317264 (current) Invoiced
Misc. Inspection • Anthony Wright
Created: Nov 25, 2025 • Closed: Dec 1, 2025
Completed with minor delays
Invoiced • 99 days old
🚨
Primary Delay 2.6 days stuck in "Closed"
⏱️
Total Delay 1.8 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
1.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/26/25 AJinerson - Call logged on WO-01317264. Called Nichelle to schedule 2 WOs:

WO-01317264 - Misc. Inspection 1 PC. 

WO-01317283 - Repair on ECG

Confirmed scheduling tech visit while in area on Mon. 12/1 between 2pm-4pm 

POC onsite: Nichelle Allen-Welch. 

Arrival instructions: Nichelle will be onsite, confirmed correct address. No further arrival instructions. 

🔧 Work Performed
12/1/25 AMW - Located exam light and assembled it. Performed EST and function test. Equipment passed all tests. Added unit to inventory. Notified POC of equipment status.
🔍 Technician Findings
12/1/25 AMW - Locate exam light and perform incoming inspection. Notify POC of equipment status.
⚠️ Problem Description
New Miscellaneous Equipment Inspection 1 new exam light needs inspected https://www.ebiotrack.com/inspection.php?iid=31461 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Nov 25, 5:31 PM
Case Number: 00546871
Subject:
Status: Closed
📋
▶
2 Work Order Created Nov 25, 5:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 26, 11:21 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 43m
🗓️
▶
2 Status: Scheduled Nov 26, 11:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-01T19:30:00.000+0000, 2025-12-01T18:30:00.000+0000, 2025-12-01T18:00:00.000+0000, 2025-12-01T19:00:00.000+0000
⏳ 2.0 business days
🔧
▶
2 Status: Tech On Site Dec 1, 1:33 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 20
✔️
Status: Completed by Anthony Wright Dec 1, 1:50 PM
From: Tech On Site
To: Completed
Duration in Previous: 16m
🏁
Status: Closed by Anthony Wright Dec 1, 2:03 PM
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 3, 3:12 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 1h, 0m
⏳ 3.0 business days
🧾
Invoice Created Dec 5, 5:12 PM
Invoice Number: SM-248107

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00546871
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Dec 1, 2:30 PM
Created
Nov 25, 5:37 PM
Invoice #
SM-248107

Work Details (3)

Name Type Status Qty Amount Date
WL-03022513 Labor Open 0.5 $178.50 Dec 1, 1:37 PM
WL-03022514 Labor Open 0.5 $59.50 Dec 1, 1:37 PM
WL-03022515 Travel Open 20 - Dec 1, 1:37 PM

Details