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Detailed work order timeline, KPIs, and analysis

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WO-01317114 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Drop Shipment • PC

📍 CenterWell - South Eastern (PIPC) — 4813 Eastern Ave, Las Vegas NV, 89119

Nov 25, 2025 → May 14, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: May 14, 2026
✓ SLA Met
Active: 1 biz days
Paused: 115 biz days
🕐 Clock stopped: Completed (May 14, 2026)
▶ Clock Running
Status: Created
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸115d
⏸ Clock Paused
Status: Awaiting Parts
Nov 25 → May 13, 2026
115 business days (not counted)
▶ Clock Running
Status: L2 Review
May 13 → May 14, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
May 14 → May 14, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
May 14 → May 14, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Closed
May 14 → May 14, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Nov 25, 2025 Completed: May 14, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 25 → Nov 25 Created ▶ Running 0 0
Nov 25 → May 13 Awaiting Parts ⏸ Paused 115 —
May 13 → May 14 L2 Review ▶ Running 1 1
May 14 → May 14 Completed ▶ Running 0 1
May 14 → May 14 Assigned ▶ Running 0 1
May 14 → May 14 Closed ▶ Running 0 1
Dispatch 0.0d
Material Management 116.0d
Coordinators 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
116.0 days
Over SLA
Coordinators
0.0 days
Billing
0.0 days
Created: Nov 25, 2025 Due: May 14, 2026 Completed: May 14, 2026 (on time)
📅
117.0 days Total Age
⏱️
116.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
113.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546627
WO-01311810
Closed
part number 1-100-0007 IQcal 3.0 liter Calibration syringe site needs new one after dropping old one and breaking it.
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Ebony Sweeper-Muniz
Owner
Wendy Argueta
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317114 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Nov 25, 2025 • Closed: May 14, 2026
Completed with significant delays
Invoiced • 261 days old
🚨
Primary Delay 116.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 113.9 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
Awaiting Parts
116.0d / 3.0d SLA
L2 Review
2.0d
Assigned
0.0d / 0.5d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
part number 1-100-0007 IQcal 3.0 liter Calibration syringe site needs new one after dropping old one and breaking it. https://www.ebiotrack.com/workorder.php?wo=69945

Timeline

📞
▶
4 Case Linked Nov 25, 9:36 AM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01317114
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
Parts Requested
Order: 00085831
Status: Canceled
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 57.0 business days
📦
Parts Requested Feb 19, 4:55 PM
Order: 00090747
Status: Closed
⏱️
Labor Added Feb 20, 10:17 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
🚨 58.9 business days
🔩
▶
2 2x Parts Added May 13, 8:13 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 168d 21h
⏳ 2.0 business days
✔️
▶
3 Status: Completed May 14, 8:34 AM
Status: Completed → Technician Assigned → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
🏁
Status: Closed by Wendy Argueta
From: Assigned
To: Closed
Duration in Previous: 0m
✔️
Status: Completed by Wendy Argueta May 14, 12:42 PM
From: Closed, Completed
To: Completed, Closed
Duration in Previous: 4h 6m, 0m
📄
▶
3 Status: Ready to Bill May 15, 11:30 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-262188

Bottlenecks

Awaiting Parts
Duration: 116.0 business days (threshold: 3.0 business days)
Exceeded by 113.0 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours

🔗 Related Artifacts

📞
Case 00546627
Closed
📦
Parts Order 00085831
Canceled
📦
Parts Order 00090747
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Nov 25, 9:38 AM
Invoice #
SM-262188

Work Details (3)

Name Type Status Qty Amount Date
WL-03113588 Labor Open 0.016666666666667 $29.75 Feb 20, 10:17 AM
WL-03224333 Parts Open 1 $895.11 May 13, 8:13 AM
WL-03224334 Expenses Open 1 $35.53 May 13, 8:13 AM

Details