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WO-01324574 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Greenacres #3788 — 6766 Forest Hill Blvd, Greenacres FL, 33413

Dec 9, 2025 → Feb 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (36 biz days late)
Active: 52 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 24, 2025
11 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 24 → Dec 26, 2025
1 business day (counted)
Running total: 12 of ? biz days used
24d
▶ Clock Running
Status: Scheduled
Dec 26 → Feb 2, 2026
24 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 36 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 24, 2026
15 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 52 of ? biz days used
Created: Dec 9, 2025 Completed: Feb 25, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0
Dec 9 → Dec 24 Ready for Scheduling ▶ Running 11 11
Dec 24 → Dec 26 Assigned ▶ Running 1 12
Dec 26 → Feb 2 Scheduled ▶ Running 24 36
Feb 2 → Feb 2 Reschedule ▶ Running 0 36
Feb 2 → Feb 24 Scheduled ▶ Running 15 51
Feb 24 → Feb 25 Tech On Site ▶ Running 1 52
Dispatch 0.0d
Coordinators 53.3d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
53.3 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
0.0 days
Created: Dec 9, 2025 Due: Feb 27, 2026 Completed: Feb 25, 2026 (2 days early)
📅
51.6 days Total Age
⏱️
25.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
49.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550011
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 64 Pcs https://www.ebiotrack.com/inspection.php?iid=31865
Priority
Standard
Origin
Email
Reason
New Case
Contact
Diana Ocampo
Owner
Kimberly Hardison
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01324574 (current) Invoiced
Inspection • Elkin Barahona
Created: Dec 9, 2025 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 249 days old
🚨
Primary Delay 25.0 days stuck in "Scheduled"
⏱️
Total Delay 49.8 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
11.5d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
40.4d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/2/26 AJinerson - Diana emailed back and confirmed rescheduling for 2/24 between 9am-11am arrival.


2/2/26 AJinerson - Sent email back to Diana needing to reschedule tech visit (due to tech covering 3 repairs) and offering to reschedule to Tues. 2/24 with eta between 9am-11am.


12/24/25 AJinerson - Scheduling tech visit for Tuesday 2/3/2026 with eta between 9am-11am. Sending email back to Diana confirming this and asking for the below:

POC onsite:

Arrival instructions/special requirements:


12/24/25 AJinerson - Received email back from Diana stating any day works for them.


12/24/25 AJinerson - Sent scheduling email to POC Diana asking for some dates in Feb. 2026 that would work best for this location to schedule service.


12/24/25 AJinerson - Called site to schedule tech visit. Prompt 1 for English, then prompt 2. Spoke with Jose who said all management went home at 1pm today but took contact info for Diana to call back. 

🔧 Work Performed
02/24/26 Ebar. I have conducted this inspection checking and verifying the correct functionality for the biomed equipment. New units were added to EBT system. Units that were not found, those units were archived.
🔍 Technician Findings
02/24/26 EBar. Site scheduled to perform Annual Biomedical equipment. All units must be added to EBT inventory system.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 64 Pcs https://www.ebiotrack.com/inspection.php?iid=31865

Timeline

📞
Case Linked Dec 9, 6:00 AM
Case Number: 00550011
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Dec 9, 2:53 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
🚨 12.0 business days
👷
2 Technician Assigned Dec 24, 4:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15d 1h
2.0 business days
🗓️
2 Status: Scheduled Dec 26, 10:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-03T14:00:00.000+0000
🚨 25.0 business days
🔄
3 Status: Reschedule Feb 2, 3:45 PM
Status: Reschedule → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Reschedule
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-24T14:00:00.000+0000
🚨 14.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 20, 1:06 PM
Scheduled For: 2026-02-24T15:00:00.000+0000
2.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 23, 11:38 AM
Scheduled For: 2026-02-24T15:30:00.000+0000
🔧
Status: Tech On Site by Elkin Barahona Feb 24, 9:23 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 21d 17h
⏱️
6x Labor Added Feb 24, 3:04 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 5.5, 1.0666666666667, 10, 25
✔️
Status: Completed by Elkin Barahona Feb 24, 7:30 PM
From: Tech On Site
To: Completed
Duration in Previous: 10h 6m
🚗
Status: Tech Off Site by Elkin Barahona Feb 24, 7:37 PM
From: Completed, Tech Off Site
To: Tech Off Site, Closed
Duration in Previous: 7m, 0m
3.5 business days
📄
2 Status: Ready to Bill Feb 27, 3:04 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
2.0 business days
🧾
Invoice Created Mar 2, 10:11 AM
Invoice Number: SM-255219

Bottlenecks

Ready for Scheduling
Duration: 11.5 business days (threshold: 1.0 business days)
Exceeded by 10.5 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business hours
Scheduled
Duration: 25.0 business days (threshold: 2.0 business days)
Exceeded by 23.0 business days
Scheduled
Duration: 15.4 business days (threshold: 2.0 business days)
Exceeded by 13.4 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00550011
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 24, 10:30 AM
Created
Dec 9, 2:53 PM
Invoice #
SM-255219

Work Details (6)

Name Type Status Qty Amount Date
WL-03117983 Labor Open 0.5 $0.00 Feb 24, 3:04 PM
WL-03117984 Labor Open 5.5 $1,292.00 Feb 24, 3:04 PM
WL-03117985 Labor Open 1.0666666666667 $0.00 Feb 24, 3:04 PM
WL-03117986 Travel Open 10 - Feb 24, 3:04 PM
WL-03117987 Travel Open 25 - Feb 24, 3:04 PM
WL-03117988 Expenses Open 1 $0.00 Feb 24, 3:04 PM

Details