Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327125 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 CenterWell - Shreveport / WCAS Regal Court — 7551 YOUREE DR, SHREVEPORT LA, 71101

Dec 18, 2025 → Mar 26, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (57 biz days late)
Active: 66 biz days
🕐 Clock stopped: Completed (Mar 26, 2026)
▶ Clock Running
Status: Created
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Dec 23, 2025
3 business days (counted)
Running total: 3 of ? biz days used
58d
▶ Clock Running
Status: Assigned
Dec 23 → Mar 19, 2026
58 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Entered
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: On Hold
Mar 19 → Mar 20, 2026
1 business day (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 20 → Mar 20, 2026
0 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 20 → Mar 26, 2026
4 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 26 → Mar 26, 2026
0 business days (counted)
Running total: 66 of ? biz days used
Created: Dec 18, 2025 Completed: Mar 26, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 18 → Dec 18 Created ▶ Running 0 0
Dec 18 → Dec 23 Ready for Scheduling ▶ Running 3 3
Dec 23 → Mar 19 Assigned ▶ Running 58 61
Mar 19 → Mar 19 Entered ▶ Running 0 61
Mar 19 → Mar 20 On Hold ▶ Running 1 62
Mar 20 → Mar 20 Assigned ▶ Running 0 62
Mar 20 → Mar 26 Scheduled ▶ Running 4 66
Mar 26 → Mar 26 Tech On Site ▶ Running 0 66
Dispatch 0.0d
Holding 2.0d (excluded)
Coordinators 68.0d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
2.0 days
Coordinators
68.0 days
Over SLA
Field Work
1.1 days
Billing
0.0 days
Created: Dec 18, 2025 Due: Feb 27, 2026 Completed: Mar 26, 2026 (26 days late)
📅
67.0 days Total Age
⏱️
59.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
64.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00552673
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 52 pieces https://www.ebiotrack.com/inspection.php?iid=31990
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kimberly Richardson
Owner
Sherry Reich
Created
Dec 18, 2025
Work Orders from this Case (1)
WO-01327125 (current) Invoiced
Inspection • Zachary Stieben
Created: Dec 18, 2025 • Closed: Mar 26, 2026
Completed with significant delays
Invoiced • 241 days old
🚨
Primary Delay 59.0 days stuck in "Assigned"
⏱️
Total Delay 64.6 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
4.0d / 1.0d SLA
Assigned
59.0d / 0.5d SLA
On Hold
2.0d
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/20 KKelch called Chris to schedule for 3/26 between 11:30 and 12:30 pm. Customer confirmed. Call logged on WO-01355402

3/20/26 lcoonrod

Chris Bolton cell #318-464-0761 called asking when service can be scheduled.


3/19 KKelch placed on hold due to 3 failed attempts to schedule

3/17 KKelch called Kimberly to schedule for 3/24 between 9 and 11 am. Left VM, sent email. Call and email logged on WO-01327125

3/12 KKelch called Kimberly to schedule for 3/13 between 9 and 11 am. Left VM. Call logged on WO-01327125

3/10 KKelch called Kimberly to schedule for 3/13 between 9 and 11 am. Left VM. Call logged on WO-01327125

🔧 Work Performed
Inspected 54 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
3/26/2026 Zachary Stieben arrived on site. Found 54 pieces of equipment to be inspected.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 52 pieces https://www.ebiotrack.com/inspection.php?iid=31990

Timeline

📞
Case Linked Dec 18, 6:00 AM
Case Number: 00552673
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 18, 8:40 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Dec 23, 10:50 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5d 2h
🚨 59.0 business days
🆕
Status: Entered by Kaitlyn Kelch Mar 19, 9:39 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 85d 21h, 0m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Mar 20, 9:49 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 0h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-26T16:30:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Zachary Stieben Mar 26, 10:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 0h
✔️
Status: Completed by Zachary Stieben Mar 26, 1:31 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 20m
🚗
▶
3 2x Travel Added Mar 26, 7:08 PM
2x Travel Added → 4x Labor Added → Status: Closed
⏱️
4x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 0.16666666666667, 3.1666666666667, 4.1666666666667
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 5h 41m
📄
▶
2 Status: Ready to Bill Mar 27, 11:05 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created Mar 27, 7:07 PM
Invoice Number: SM-257676

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 59.0 business days (threshold: 4.0 business hours)
Exceeded by 58.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours

🔗 Related Artifacts

📞
Case 00552673
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Mar 26, 12:30 PM
Created
Dec 18, 8:40 AM
Invoice #
SM-257676

Work Details (6)

Name Type Status Qty Amount Date
WL-03161640 Travel Open 2 - Mar 26, 7:08 PM
WL-03161641 Travel Open 200 - Mar 26, 7:08 PM
WL-03161644 Labor Open 0.16666666666667 $0.00 Mar 26, 7:11 PM
WL-03161645 Labor Open 3.1666666666667 $1,292.00 Mar 26, 7:11 PM
WL-03161646 Labor Open 4.1666666666667 $0.00 Mar 26, 7:11 PM
WL-03161647 Expenses Open 1 $0.00 Mar 26, 7:11 PM

Details