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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316575 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell - GA -Greenbriar —  3030 Headland Drive SW, Suite 600, Atlanta GA, 30311

Nov 20, 2025 → Mar 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (66 biz days late)
Active: 70 biz days
🕐 Clock stopped: Completed (Mar 7, 2026)
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Dec 4, 2025
8 business days (counted)
Running total: 8 of ? biz days used
37d
▶ Clock Running
Status: Assigned
Dec 4 → Jan 29, 2026
37 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Entered
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 45 of ? biz days used
22d
▶ Clock Running
Status: On Hold
Jan 29 → Mar 3, 2026
22 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 3 → Mar 6, 2026
3 business days (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 7, 2026
0 business days (counted)
Running total: 70 of ? biz days used
Created: Nov 20, 2025 Completed: Mar 7, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0
Nov 20 → Dec 4 Ready for Scheduling ▶ Running 8 8
Dec 4 → Jan 29 Assigned ▶ Running 37 45
Jan 29 → Jan 29 Entered ▶ Running 0 45
Jan 29 → Mar 3 On Hold ▶ Running 22 67
Mar 3 → Mar 3 Ready for Scheduling ▶ Running 0 67
Mar 3 → Mar 3 Assigned ▶ Running 0 67
Mar 3 → Mar 6 Scheduled ▶ Running 3 70
Mar 6 → Mar 7 Tech On Site ▶ Running 0 70
Dispatch 0.0d
Holding 22.3d (excluded)
Coordinators 50.1d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
22.3 days
Coordinators
50.1 days
Over SLA
Field Work
1.0 days
Created: Nov 20, 2025 Due: Jan 30, 2026 Completed: Mar 7, 2026 (35 days late)
📅
70.5 days Total Age
⏱️
38.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
46.6d 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 #00545467
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 61 Pcs https://www.ebiotrack.com/inspection.php?iid=31341
Priority
Standard
Origin
Email
Reason
New Case
Contact
Andrea Coleman
Owner
Kimberly Hardison
Created
Nov 20, 2025
Work Orders from this Case (1)
WO-01316575 (current) Invoiced
Inspection • Henry Holmes
Created: Nov 20, 2025 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 268 days old
🚨
Primary Delay 38.0 days stuck in "Assigned"
⏱️
Total Delay 46.6 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
8.5d / 1.0d SLA
Assigned
38.0d / 0.5d SLA
On Hold
22.3d
Scheduled
3.6d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/3/26 AJinerson - Received email back from Stephanie Shaw confirming tech visit for Friday, 3/6 with eta between 9am-11am.

POC onsite:

Arrival instructions:


Updated POC:

Stephanie Shaw

470-832-5973

Sshaw41@centerwell.com


2/27/26 AJinerson - Received email back from Stephanie Shaw ready to schedule now. Sent email back to Stephanie Shaw offering tech visit on Friday, 3/6 with eta between 9am-11am.


02/24/2026 LHill-sent email to Stephanie Shaw-We did not schedule that date and time because we never received a response from you. Are you ready to schedule this visit?

See logged email.


02/24/2026 LHill-rec'd email from Stephanie Shaw-Following up on this. I haven’t seen anyone here at my center to recalibrate equipment, do you have a new date and time?


1/29/26 RBerry- Escalated to account manager due to contact issues. Placed WO on hold.


1/28/26 AJinerson - Sent email to POC Stephanie Shaw following up to schedule tech visit. Offering next avail. date of Tues. 2/10 with eta between 9am-11am.


1/28/26 AJinerson - Called site to follow up 3rd time to schedule tech visit. Prompt 2 to speak with someone. Went to call center who could not transfer me to site or contact location for us. 


1/21/26 AJinerson - Called site to schedule tech visit. Site was closed for the day - Will have to call back again. 


12/4/25 AJinerson - Called site to schedule tech visit. (site last serviced in Feb. 2025). Spoke with Kiana who informed me that Andrea Coleman is not the site admin. for this location, but Stephanie Shaw is. Kiana took my contact info. to have Stephanie call us back and schedule this.

🔧 Work Performed
Performed Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service needed
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 61 Pcs https://www.ebiotrack.com/inspection.php?iid=31341

Timeline

📞
Case Linked Nov 20, 6:00 AM
Case Number: 00545467
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 20, 2:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 9.0 business days
👷
▶
2 Status: Assigned Dec 4, 9:50 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: a0h5A00000Hoc96QAB, Dylan Ingraham
🚨 38.0 business days
🆕
Status: Entered by Rhea Berry Jan 29, 4:12 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 56d 6h, 0m
🚨 23.0 business days
📅
▶
4 Status: Ready for Scheduling Mar 3, 2:12 PM
Status: Ready for Scheduling → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Henry Holmes
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-06T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Henry Holmes Mar 6, 9:27 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 19h
⏱️
▶
3 5x Labor Added Mar 6, 11:41 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Henry Holmes
From: Tech On Site
To: Completed
Duration in Previous: 14h 14m
🏁
Status: Closed by Henry Holmes
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 1.0 business days
📄
▶
2 Status: Ready to Bill Mar 9, 1:39 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256005

Bottlenecks

Ready for Scheduling
Duration: 8.5 business days (threshold: 1.0 business days)
Exceeded by 7.5 business days
Assigned
Duration: 38.0 business days (threshold: 4.0 business hours)
Exceeded by 37.5 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00545467
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Henry Holmes
Scheduled
Mar 6, 9:00 AM
Created
Nov 20, 2:57 PM
Invoice #
SM-256005

Work Details (5)

Name Type Status Qty Amount Date
WL-03134730 Labor Open 1.5 $0.00 Mar 6, 11:41 PM
WL-03134731 Labor Open 5 $1,292.00 Mar 6, 11:41 PM
WL-03134732 Labor Open 1.5 $0.00 Mar 6, 11:41 PM
WL-03134733 Travel Open 24 - Mar 6, 11:41 PM
WL-03134734 Travel Open 24 - Mar 6, 11:41 PM

Details