Primary Delay39.8 days stuck in "Ready for Scheduling"
⏱️
Total Delay44.1 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
39.9d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Closed
2.6d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
3/12/26 AJinerson - Received email back from Carlos confirming tech visit for Wednesday, 3/18 between 9am-11am.
POC on-site:
Arrival instructions:
3/11/26 AJinerson - Sent email (no phone number listed) to Carlos offering tech visit on Weds. 3/18 with eta between 9am-11am.
1/23/26 AJinerson - Returning to Dispatch to correct Account type on WO. Currently listed as "EMSAR House Account'.
🔧Work Performed
Inspected and calibration verified 92 devices
All 92 devices passed
Returned all back to service
🔍Technician Findings
Arrived at site
Met with poc
⚠️Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
89 pcs
https://www.ebiotrack.com/inspection.php?iid=32436
📧
Email:RE: EMSAR Service Request - Conviva Palm Beach Gardens #1051 - 9121 N. Military Trail, Suite 111 Palm Beach Gardens, FL 33410 - WO-01337523
Completed Mar 12, 2026
From: abby.jinerson@emsar.com
To: clopez@convivasolutions.com
Good morning, Carlos,
We have our technician, Yves Dessin, scheduled to visit on Wednesday, 3/18 with arrival between 9:00 a.m. – 11:00 a.m.
Please let us know who the on-site contact will be this day, along with any arrival instructions that we should make note for this visit. Thank you for confirming!
Best Regards,
Abby Jinerson
Account Service Coordinator
Work Phone: (512) 593-6038
📧
Email:Re: EMSAR Service Request - Conviva Palm Beach Gardens #1051 - 9121 N. Military Trail, Suite 111 Palm Beach Gardens, FL 33410 - WO-01337523
Completed Mar 12, 2026
From: clopez@convivasolutions.com
To: abby.jinerson@emsar.com
Yes that time and date will work
________________________________
From: Abby Jinerson <abby.jinerson@emsar.com>
Sent: Wednesday, March 11, 2026 17:37
To: Carlos Lopez <clopez@convivasolutions.com>
Subject: EMSAR Service Request - Conviva Palm Beach Gardens #1051 - 9121 N. Military Trail, Suite 111 Palm Beach Gardens, FL 33410 - WO-01337523
Good afternoon, Carlos, I'm reaching out to schedule our technician's visit for the
📧
Email: EMSAR Service Request - Conviva Palm Beach Gardens #1051 - 9121 N. Military Trail, Suite 111 Palm Beach Gardens, FL 33410 - WO-01337523
Completed Mar 11, 2026
To: clopez@convivasolutions.com
CC:
BCC: abby.jinerson@emsar.com
Attachment: --none--
Subject: EMSAR Service Request - Conviva Palm Beach Gardens #1051 - 9121 N. Military Trail, Suite 111 Palm Beach Gardens, FL 33410 - WO-01337523
Body:
Good afternoon, Carlos,
I'm reaching out to schedule our technician's visit for the Annual Inspection Service on the medical equipment at the below location.
Conviva Palm Beach Gardens #1051 - 9121 N. Military Trail, Suite 111 Palm Beach Gardens, FL 33410
Work Order: WO-01337523
Account: Conviva Care Solutions (Humana)
Customer Case Number:
Location: Conviva Palm Beach Gardens #1051
Address: 9121 N. Military Trail, Suite 111, Palm Beach Gardens, FL 33410
Manufacturer:
Model #:
Serial #:
Contact Name: Carlos Lopez
Contact Phone:
Contact Email: cl
Timeline
📞
Case Linked Jan 13, 6:02 AM
Case Number:00558341
Subject:eBiotrack - Automated New Inspection Created
Status:Closed
📋
▶
2
Work Order Created Jan 13, 11:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From:Entered
To:Ready for Scheduling
Duration in Previous:0m
🆕
Status: Entered by Abby JinersonJan 13, 12:44 PM
From:Ready for Scheduling
To:Entered
Duration in Previous:1h 6m
📅
Status: Ready for Scheduling by Jessica SellsJan 13, 12:58 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:14m
🚨40.0 business days
👷
▶
2
Technician Assigned Mar 11, 5:36 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From:Ready for Scheduling
To:Assigned
Duration in Previous:57d 3h
📅
▶
2
Dispatch Scheduled Mar 12, 9:42 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From:Assigned
To:Scheduled
Duration in Previous:16h 5m
⚠️5.0 business days
⏱️
▶
2
6x Labor Added Mar 18, 3:13 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Yves Dessin
From:Scheduled, Completed
To:Completed, Closed
Duration in Previous:6d 5h, 0m
⏳3.0 business days
📄
Status: Ready to Bill by Diane PattonMar 20, 2:07 PM
From:Closed, Ready to Bill, Invoice Pending
To:Ready to Bill, Invoice Pending, Invoiced
Duration in Previous:1d 22h, 0m
🧾
Invoice Created Mar 20, 5:33 PM
Invoice Number:SM-257181
Bottlenecks
Ready for Scheduling
Duration: 39.8 business days (threshold: 1.0 business days)
Exceeded by 38.8 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)