📍 CVS - CVS-09938 — 3625 Mount Diablo Boulevard, Lafayette CA, 94549
Jan 2, 2025 → Apr 8, 2026
✅ Completed
PSM
SLA Clock
Last business day of January 2025 · Target: Jan 31, 2025
✗ SLA Missed (294 biz days late)
Active: 315 biz days
🕐 Clock stopped: Completed (Apr 8, 2026)
236d
▶ Clock Running
Status: Created
Jan 2 → Dec 12, 2025
236 business days (counted)
Running total: 236 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Dec 12 → Dec 12, 2025
0 business days (not counted)
▶ Clock Running
Status: Assigned
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 236 of ? biz days used
52d
▶ Clock Running
Status: Scheduled
Dec 12 → Mar 2, 2026
52 business days (counted)
Running total: 288 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 288 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 288 of ? biz days used
27d
▶ Clock Running
Status: Scheduled
Mar 2 → Apr 8, 2026
27 business days (counted)
Running total: 315 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 8 → Apr 8, 2026
0 business days (counted)
Running total: 315 of ? biz days used
Created: Jan 2, 2025Completed: Apr 8, 2026
Show SLA Clock Detail (8 periods)
Period
Status
Clock
Biz Days
Running Total
Jan 2 → Dec 12
Created
▶ Running
236
236
Dec 12 → Dec 12
Ready for Release
⏸ Paused
0
—
Dec 12 → Dec 12
Assigned
▶ Running
0
236
Dec 12 → Mar 2
Scheduled
▶ Running
52
288
Mar 2 → Mar 2
Tech On Site
▶ Running
0
288
Mar 2 → Mar 2
Tech Off Site
▶ Running
0
288
Mar 2 → Apr 8
Scheduled
▶ Running
27
315
Apr 8 → Apr 8
Tech On Site
▶ Running
0
315
Holding236.5d (excluded)
Coordinators80.1d
Field Work0.5d
Billing20.5d
✗ SLA Missed
Holding(excluded from total)
236.5 days
Coordinators
80.1 days
Over SLA
Field Work
0.5 days
Billing
20.5 days
Over SLA
Created: Jan 2, 2025
Due: Dec 31, 2026
Completed: Apr 9, 2026 (266 days early)
📅
315.8 daysTotal Age
⏱️
236.5d in On HoldLongest Stage
🔄
10 transitionsStatus Changes
⚠️
93.6d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
5 linesWork Details
🏠
2 visitsOn-Site Trips
👤
Self-ScheduledScheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1Apr 8, 2026
AI Analysis
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Generating AI analysis...
Completed with significant delays
Invoiced • 588 days old
🚨
Primary Delay236.5 days stuck in "On Hold"
⏱️
Total Delay93.6 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
0.1d
Scheduled
80.1d / 2.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
17.6d / 1.0d SLA
Invoice Pending
2.9d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
3/02 ARios - Clicked tech on site on 3/02 by accident, I was never on site, clicked tech off site.
🔧Work Performed
None, kiosk not available.
🔍Technician Findings
Kiosk not located on sales floor. Spoke with store manager (Bill Ligon) who advised unit has been disposed of. Informed manager that EMSAR can replace the unit, however he stated replacement decisions are handled by corporate.
⚠️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.