📍 CVS - CVS-07188 — 102 Us 20 East, Middlebury IN, 46540
Jan 2, 2025 → Present
🔴 Behind
PSM
SLA Clock
Last business day of January 2025 · Target: Jan 31, 2025
⚠ 250 biz days overdue
Active: 270 biz days
Paused: 181 biz days
236d
▶ Clock Running
Status: Created
Jan 2 → Dec 12, 2025
236 business days (counted)
Running total: 236 of ? biz days used
⏸181d
⏸ Clock Paused
Status: Ready for Release
Dec 12 → Sep 2, 2026
181 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Oct 20, 2026
32 business days (counted)
Running total: 268 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 20 → Oct 20, 2026
0 business days (counted)
Running total: 268 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 20 → Oct 22, 2026
2 business days (counted)
Running total: 270 of ? biz days used
Created: Jan 2, 2025Today
Show SLA Clock Detail (5 periods)
Period
Status
Clock
Biz Days
Running Total
Jan 2 → Dec 12
Created
▶ Running
236
236
Dec 12 → Sep 2
Ready for Release
⏸ Paused
181
—
Sep 2 → Oct 20
Ready for Scheduling
▶ Running
32
268
Oct 20 → Oct 20
Assigned
▶ Running
0
268
Oct 20 → Oct 22
Scheduled
▶ Running
2
270
Holding418.2d (excluded)
Coordinators32.5d
⚠ Overdue
Holding(excluded from total)
418.2 days
Coordinators
32.5 days
Over SLA
Created: Jan 2, 2025
Due: Dec 31, 2026 (70 days left)
📅
451.5 daysTotal Age
⏱️
236.5d in On HoldLongest Stage
🔄
4 transitionsStatus Changes
⚠️
31.5d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
0 linesWork Details
📋
CoordinatorScheduling
AI Analysis
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Behind Schedule - Needs Attention
Scheduled • 657 days old
🚨
Primary Delay236.5 days stuck in "On Hold"
⏱️
Total Delay31.5 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
236.5d
Ready for Release
181.7d
Ready for Scheduling
32.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
10/20/26 Rberry- Per teams call from LYoder, requested that we send Brandon Green on kiosk trip. Advised that up to 4 hours PTO is approved for tech.
10/20/26 Rberry- All previous internal CSA notes were deleted due to Maps error
10/19 KKelch called Ashlie to schedule for 10/27 due to tech availability with arrival between 8 and 10 am. Left VM. Call logged on WO-01435501 10/19/2026jsells left a voicemail with the work order number and I let the customer know that someone would be calling to schedule the visit
⚠️Problem Description
Please Perform PM: PM Checklist can be found as a link in the work order under WO actions
If Kiosk is not on the Sales floor request to speak to a manager to find out if kiosk is being stored in the back room or if it was disposed. Offer to help bring the kiosk to the salesfloor or advise that EMSAR can replace a disposed kiosk. If store does not want to bring the kiosk out of storage or if kiosk was disposed, close out work order with Repair code '37 Store intervention required' and document who you spoke with and outcome of conversation. Labor line shall be a trip charge.
***Important: Please make sure to document if kiosk is disposed or in storage***
If kiosk fails a PM, checklist is still required to be completed. Please use Code 35 - Follow up needed and detail in the Tech Findings, Work Performed and Final condition the result and cause for a follow up. Close out the work order. Dispatch will create a follow up repair work order to send parts.