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WO-01325194 ↗ ServiceMax

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

📍 CenterWell E. Tropicana — 3265 B East Tropicana Avenue, Las Vegas NV, 89121

Dec 12, 2025 → Dec 19, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 17, 2025
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 15, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
4d
▶ Clock Running
Status: Tech On Site
Dec 15 → Dec 19, 2025
4 business days (counted)
Running total: 5 of 3 biz days used
Created: Dec 12, 2025 Completed: Dec 19, 2025
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 12 → Dec 12 Created ▶ Running 0 0 / 3
Dec 12 → Dec 12 Ready for Scheduling ▶ Running 0 0 / 3
Dec 12 → Dec 12 Assigned ▶ Running 0 0 / 3
Dec 12 → Dec 15 Scheduled ▶ Running 1 1 / 3
Dec 15 → Dec 19 Tech On Site ▶ Running 4 5 / 3
Dispatch 0.0d
Coordinators 2.4d
Field Work 4.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
2.4 days
Over SLA
Field Work
4.5 days
Over SLA
Created: Dec 12, 2025 Due: Dec 17, 2025 Completed: Dec 19, 2025 (1 days late)
📅
6.0 days Total Age
⏱️
4.5d in Tech On Site Longest Stage
🔄
6 transitions Status Changes
⚠️
5.6d 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 #00551122
L2 review - HCP
Closed
Perform full function testing. Model: Riester - RVS-100 Model Type: Vital Signs Monitor Asset ID: 13054970 Serial #: 008338 Thermometer is not reading
Priority
High
Origin
Phone
Reason
New Case
Contact
Kim Logan
Owner
Virtual Tech
Created
Dec 11, 2025
Work Orders from this Case (1)
WO-01325194 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Dec 12, 2025 • Closed: Dec 19, 2025
Completed with minor delays
Invoiced • 82 days old
🚨
Primary Delay 4.5 days stuck in "Tech On Site"
⏱️
Total Delay 5.6 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
0.3d / 1.0d SLA
Assigned
0.6d / 0.5d SLA
Scheduled
1.5d / 2.0d SLA
Tech On Site
4.5d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-12 Mburris called spoke with Ruben and set for 12-15 10am

12-12 Mburris email sent to POC

🔧 Work Performed
Extensive testing has been conducted on the unit, including a component swap with a known working temperature probe from another device.the temperature probe remains non-functional. I have escalated the matter to Technical Support for further diagnostics and guidance. reached out to manufactured. unit will be exchanged
🔍 Technician Findings
SN:008338 TEMP PROBE NOT WORKING
⚠️ Problem Description
Perform full function testing. Model: Riester - RVS-100 Model Type: Vital Signs Monitor Asset ID: 13054970 Serial #: 008338 Thermometer is not reading https://www.ebiotrack.com/workorder.php?wo=70321

Timeline

📞
Case Linked Dec 11, 5:25 PM
Case Number: 00551122
Subject: L2 review - HCP
Status: Closed
📋
▶
2 Work Order Created Dec 12, 8:01 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 12, 10:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 16m
🗓️
▶
2 Status: Scheduled Dec 12, 2:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-15T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Russell Dec 15, 3:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
⚠️ 5.0 business days
⏱️
▶
2 5x Labor Added Dec 19, 9:31 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3d 18h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 23, 12:43 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 3h, 0m
🚨 13.0 business days
🧾
Invoice Created Jan 12, 2:19 PM
Invoice Number: SM-249830

Bottlenecks

Assigned
Duration: 4.5 business hours (threshold: 4.0 business hours)
Exceeded by 0.5 business hours
Tech On Site
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00551122
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Russell
Scheduled
Dec 15, 1:00 PM
Created
Dec 12, 8:01 AM
Invoice #
SM-249830

Work Details (5)

Name Type Status Qty Amount Date
WL-03043088 Labor Open 1 $119.00 Dec 19, 9:31 AM
WL-03043089 Labor Open 2 $238.00 Dec 19, 9:31 AM
WL-03043090 Labor Open 1 $119.00 Dec 19, 9:31 AM
WL-03043091 Travel Open 20 - Dec 19, 9:31 AM
WL-03043092 Travel Open 20 - Dec 19, 9:31 AM

Details