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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338593 ↗ ServiceMax

PHILIPS HEALTHCARE • CSOL Services • PSM

📍 Wake Forest Baptist Med Ctr — 1 Medical Center Dr., Winston-Salem NC, 27157

Jan 20, 2026 → Apr 11, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (49 biz days late)
Active: 57 biz days
🕐 Clock stopped: Completed (Apr 11, 2026)
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Jan 22, 2026
2 business days (counted)
Running total: 2 of ? biz days used
55d
▶ Clock Running
Status: Scheduled
Jan 22 → Apr 11, 2026
55 business days (counted)
Running total: 57 of ? biz days used
Created: Jan 20, 2026 Completed: Apr 11, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0
Jan 20 → Jan 20 Scheduled ▶ Running 0 0
Jan 20 → Jan 22 Ready for Scheduling ▶ Running 2 2
Jan 22 → Apr 11 Scheduled ▶ Running 55 57
Dispatch 0.0d
Coordinators 58.3d
Billing 2.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
58.3 days
Over SLA
Billing
2.6 days
Over SLA
Created: Jan 20, 2026 Due: Dec 31, 2026 Completed: Apr 11, 2026 (264 days early)
📅
57.9 days Total Age
⏱️
55.4d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
59.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
27 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Apr 6, 2026
Visit 2 Apr 7, 2026
Visit 3 Apr 8, 2026
Visit 4 Apr 9, 2026
Visit 5 Apr 10, 2026

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 55.4 days stuck in "Scheduled"
⏱️
Total Delay 59.0 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
Scheduled
55.5d / 2.0d SLA
Ready for Scheduling
2.9d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.9d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/20/26 1200 LM w/AP; 1/20/2026 1801 AP avail; 1/21/2026 1330 LM w/Nicole re cnfm; 1/22/2026 0959 Nicole cnfm; 1442 ack cnfm; LM w/AP; 1501 AP ack cnfm

Timeline

📋
▶
3 Work Order Created Jan 20, 11:56 AM
Work Order Created → Status: Scheduled → Status: Ready for Scheduling
🗓️
Status: Scheduled by Wayne Rush
From: Entered
To: Scheduled
Duration in Previous: 0m
📅
Status: Ready for Scheduling by Wayne Rush
From: Scheduled
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Jan 22, 3:24 PM
Technician Assigned → Status: Scheduled
🗓️
Status: Scheduled by Caitlin Mcgee
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 2d 3h
🚨 53.0 business days
🚗
▶
4 2x Travel Added Apr 7, 3:55 PM
2x Travel Added → Expenses Added → Labor Added → Labor Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
⏱️
▶
2 Labor Added Apr 7, 4:00 PM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
⏳ 3.0 business days
⏱️
▶
4 2x Labor Added Apr 9, 8:12 AM
2x Labor Added → 2x Labor Added → 2x Labor Added → 2x Expenses Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 8, 0.25
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 8, 0.25
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚗
3x Travel Added Apr 9, 8:18 AM
Type: Travel
Status: Open
Qty: 10
⏳ 2.0 business days
💵
▶
3 4x Expenses Added Apr 11, 8:18 AM
4x Expenses Added → 3x Expenses Added → 2x Labor Added
💵
3x Expenses Added
Type: Expenses, Labor
Status: Open
Qty: 1, 0.25, 8
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 100
✔️
Status: Completed by Angela Pettus Apr 11, 8:24 AM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 78d 15h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Wayne Rush Apr 16, 2:48 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 6h
📨
Status: Invoice Pending by Timothy Amburgey Apr 17, 9:46 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18h 57m
🧾
▶
2 Invoice Created Apr 17, 5:11 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Timothy Amburgey
From: Invoice Pending
To: Invoiced
Duration in Previous: 7h 25m

Bottlenecks

Ready for Scheduling
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 55.4 business days (threshold: 2.0 business days)
Exceeded by 53.4 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
CSOL Services
Branch
ERLA - PROD
Technician
Angela Pettus
Scheduled
Apr 7, 9:00 AM
Created
Jan 20, 11:56 AM
Invoice #
SM-259534

Work Details (27)

Name Type Status Qty Amount Date
WL-03176313 Travel Open 95 $68.40 Apr 7, 3:55 PM
WL-03176315 Expenses Open 1 $68.00 Apr 7, 3:56 PM
WL-03176316 Expenses Open 1 $68.00 Apr 7, 3:56 PM
WL-03176323 Labor Open 1.5 $60.00 Apr 7, 3:58 PM
WL-03176329 Labor Open 0.25 $10.00 Apr 7, 3:59 PM
WL-03176339 Labor Open 0.25 $10.00 Apr 7, 4:00 PM
WL-03176341 Labor Open 8 $830.00 Apr 7, 4:02 PM
WL-03179020 Labor Open 0.25 $10.00 Apr 9, 8:12 AM
WL-03179021 Labor Open 0.25 $10.00 Apr 9, 8:13 AM
WL-03179022 Labor Open 8 $830.00 Apr 9, 8:14 AM
WL-03179023 Labor Open 0.25 $10.00 Apr 9, 8:15 AM
WL-03179024 Labor Open 8 $830.00 Apr 9, 8:15 AM
WL-03179025 Labor Open 0.25 $10.00 Apr 9, 8:16 AM
WL-03179026 Expenses Open 1 $68.00 Apr 9, 8:16 AM
WL-03179028 Expenses Open 1 $68.00 Apr 9, 8:17 AM
WL-03179029 Travel Open 10 $7.20 Apr 9, 8:18 AM
WL-03179030 Travel Open 10 $7.20 Apr 9, 8:18 AM
WL-03179031 Travel Open 10 $7.20 Apr 9, 8:18 AM
WL-03182648 Expenses Open 1 $145.77 Apr 11, 8:18 AM
WL-03182649 Expenses Open 1 $68.00 Apr 11, 8:19 AM
WL-03182650 Expenses Open 1 $145.77 Apr 11, 8:19 AM
WL-03182651 Expenses Open 1 $145.77 Apr 11, 8:19 AM
WL-03182652 Expenses Open 1 $145.77 Apr 11, 8:19 AM
WL-03182653 Labor Open 0.25 $10.00 Apr 11, 8:20 AM
WL-03182654 Labor Open 8 $830.00 Apr 11, 8:20 AM
WL-03182655 Labor Open 1.5 $60.00 Apr 11, 8:22 AM
WL-03182656 Travel Open 100 $72.00 Apr 11, 8:23 AM

Details