Admin Feedback Review Settings Inventory Portal
← Work Orders

Cases Process Capability

Statistical analysis of case resolution times — by priority, owner, origin, and account

Total Cases
16,588
2025-10-21 to 2026-10-21
Avg Resolution
2.8 days
σ = 7.5 days
Median (P50)
0.0 days
P75: 2.0 · P90: 7.0
Variation (CV)
271%
High variability
Outliers
12.7%
2,110 cases > 5 days
Escalated
0.0%
0 cases

Distribution by Priority (Box Plot)

Box = P25–P75 (IQR) | Line = median | ◯ = mean | Whiskers = min–max (capped at 1.5×IQR)

Total
P75: 2.0d
μ=2.8σ=7.5CV=271%
High
P75: 1.0d
μ=4.0σ=12.7CV=314%
Low
P75: 7.0d
μ=4.0σ=3.0CV=75%
Standard
P75: 2.0d
μ=2.5σ=5.9CV=234%
Medium
P75: 1.0d
μ=1.6σ=3.4CV=212%
Critical
P75: 1.0d
μ=1.0σ=2.5CV=241%

Resolution Time Distribution

By Priority

PriorityCountMeanP50P75Distribution
High 2,789 4.0d 0.0d 1.0d
Low 2 4.0d 7.0d 7.0d
Standard 13,603 2.5d 0.0d 2.0d
Medium 55 1.6d 0.0d 1.0d
Critical 139 1.0d 0.0d 1.0d

Monthly Trend

By Origin

OriginCountMeanP50P75
Created From WO 188 3.8d 1.0d 3.0d
Email 14,764 3.0d 0.0d 2.0d
Phone 621 1.3d 0.0d 1.0d
Web 623 1.0d 0.0d 1.0d
Client Form 391 0.0d 0.0d 0.0d

Top Owners by Total Delay Impact

OwnerCasesMeanP50Total DelayImpact
Keith Fricke 957 11.5d 10.0d 11,042d
Kiosk Support 237 33.1d 41.0d 7,856d
Orders.mm 2,668 2.6d 1.0d 6,949d
Keith Canterbury 177 14.5d 12.0d 2,571d
Virtual Tech 1,589 1.2d 0.0d 1,882d
technsupport.ts 841 2.2d 1.0d 1,837d
Lisa Wright 97 14.4d 6.0d 1,397d
Kimberly Hardison 1,193 1.2d 0.0d 1,390d
Sherry Reich 1,424 1.0d 0.0d 1,386d
Ashley Perry 104 12.6d 5.0d 1,310d
Jessica Sells 1,602 0.8d 0.0d 1,261d
John Rolston 158 7.2d 3.0d 1,136d
Julie Ann Shoemaker 502 2.2d 0.0d 1,089d
Shelby Robinson 1,289 0.6d 0.0d 761d
Audrey Tharp 201 3.5d 2.0d 701d

Top Accounts by Total Delay Impact

AccountCasesMeanP50P75Total DelayImpact
(Unknown) 5,248 5.0d 1.0d 5.0d 26,297d
PARTS SOURCE 823 6.3d 5.0d 10.0d 5,173d
EMSAR HOUSE ACCOUNT 2,902 1.4d 0.0d 1.0d 4,163d
MIDMARK 2,135 0.5d 0.0d 1.0d 1,037d
FORSYTH COUNTY EMS 27 26.2d 19.0d 37.0d 707d
ERLA PROD 46 9.7d 6.0d 18.0d 444d
COVETRUS 38 5.9d 1.0d 7.0d 224d
HCA Urgent Care 121 1.4d 0.0d 1.0d 169d
AGILENT TECHNOLOGIES (ASP) 256 0.6d 0.0d 0.0d 162d
Conviva Care Solutions (Humana) 193 0.8d 0.0d 1.0d 145d
Bellefaire JCB Health Clinic 5 29.0d 30.0d 30.0d 145d
Oak Street Health 283 0.5d 0.0d 1.0d 142d
STRYKER INSTRUMENTS 37 3.7d 1.0d 6.0d 136d
HIGI LLC 599 0.2d 0.0d 0.0d 130d
MED-CARE TRANSPORTATION (MD) 7 16.1d 14.0d 19.0d 113d
TRAINING 6 18.8d 20.0d 20.0d 113d
NaphCare 39 2.8d 1.0d 1.0d 109d
THE DODGE COMPANY 26 4.0d 1.0d 1.0d 105d
IR Centers and Greater Boston Urology 8 12.4d 9.0d 38.0d 99d
Sono Bello 144 0.7d 0.0d 1.0d 96d

Top 20 Slowest Cases

Case #SubjectOwnerPriorityStatusDaysCreated
00544442 New Dental Depot Form Received (224) Depot Support Standard Rejected 87 2025-11-17
00537671 CR372 Document Review - Ready for Release technsupport.ts High Closed 85 2025-10-23
00545817 Ferno parts not in SM - Case 00545167 Keith Canterbury Standard Closed 75 2025-11-21
00547641 New Dental Depot Form Received (227) Depot Support Standard Rejected 73 2025-12-01
00537299 New Voice Message from Level 2: Higi Green - MCCLUSKEY JAMES (317) 658-2833 on 10/21/2025 6:03 PM Kiosk Support High Closed 71 2025-10-21
00541702 Needs Quote Lisa Wright Standard Closed 71 2025-11-06
00548448 New Dental Depot Form Received (229) Depot Support Standard Rejected 71 2025-12-03
00545473 Just placed Trunk stock order for FW: QT# 292523329 / RE: Request Quote on 4 each FW: Multicare Batteries- need 4 more to complete battery changes at Gulf Breeze Hospital [ ref:!00D580ZeRf.!500Sl0SG1Hl:ref ] Keith Fricke Standard Closed 70 2025-11-20
00537364 New Voice Message from Level 2: Higi Green - FIRESTAR POLO (631) 457-9630 on 10/22/2025 9:01 AM Kiosk Support High Closed 70 2025-10-22
00537399 New Voice Message from Level 2: Higi Green - (401) 595-7647 on 10/22/2025 10:00 AM Kiosk Support High Closed 70 2025-10-22
00537494 New Voice Message from Level 2: Higi Green - (404) 548-8784 on 10/22/2025 1:51 PM Kiosk Support High Closed 70 2025-10-22
00546759 Oven Repair Sherry Reich Standard Closed 70 2025-11-25
00548783 CR376 EMSAR Fleet Safety & Training Policy technsupport.ts High Closed 69 2025-12-04
00537824 New Voice Message from Level 2: Higi Green - (505) 948-4015 on 10/23/2025 11:59 AM Kiosk Support High Closed 69 2025-10-23
00548395 Re: Dental High Speed Unit - Tim Palmer Kimberly Hardison Standard Closed 69 2025-12-03
00537856 New Voice Message from Level 2: Higi Green - LACY CHANE (210) 865-0872 on 10/23/2025 12:34 PM Kiosk Support High Closed 69 2025-10-23
00537865 New Voice Message from Level 2: Higi Green - INTEGRATED (505) 948-4015 on 10/23/2025 1:02 PM Kiosk Support High Closed 69 2025-10-23
00537889 New Voice Message from Level 2: Higi Green - (505) 948-4015 on 10/23/2025 1:43 PM Kiosk Support High Closed 69 2025-10-23
00537899 New Voice Message from Level 2: Higi Green - INTEGRATED (505) 948-4015 on 10/23/2025 1:58 PM Kiosk Support High Closed 69 2025-10-23
00537984 New Voice Message from Level 2: Higi Green - WIRELESS CALLER (208) 510-7920 on 10/23/2025 4:43 PM Kiosk Support High Closed 69 2025-10-23