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WO-01338746 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Field Repair • P3

📍 Conviva Rockport #4156 — 802 Enterprise BLVD Suite 820, Rockport TX, 78382

Jan 20, 2026 → Mar 16, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 23, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 34 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 16, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸34d
⏸ Clock Paused
Status: Awaiting Parts
Jan 20 → Mar 10, 2026
34 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Assigned
Mar 10 → Mar 16, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
Created: Jan 20, 2026 Completed: Mar 16, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0 / 3
Jan 20 → Mar 10 Awaiting Parts ⏸ Paused 34 —
Mar 10 → Mar 10 Reschedule ▶ Running 0 0 / 3
Mar 10 → Mar 16 Assigned ▶ Running 4 4 / 3
Dispatch 0.0d
Material Management 34.3d
Coordinators 4.8d
Billing 29.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
34.3 days
Over SLA
Coordinators
4.8 days
Over SLA
Billing
29.4 days
Over SLA
Created: Jan 20, 2026 Due: Mar 18, 2026 Completed: Mar 16, 2026 (2 days early)
📅
38.3 days Total Age
⏱️
34.3d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
65.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560657
New Voice Message from Virtual Tech HCP - CORONADO KARAH (832) 450-7119 on 01/20/2026 3:10 PM
Closed
I am needing to speak to somebody regarding our e kg machine. It says it needs a new battery, and we need to have a tech come and replace that
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karah Coronado
Owner
Virtual Tech
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338746 (current) Canceled
Virtual Tech - Field Repair • Anthony Wirth
Created: Jan 20, 2026 • Closed: Mar 16, 2026
Behind Schedule - Needs Attention
Canceled • 205 days old
🚨
Primary Delay 34.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 65.0 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
Awaiting Parts
34.3d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
4.8d / 0.5d SLA
Closed
3.0d / 1.0d SLA
Billing Review
29.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/18/26 DPatton - Duplicate WO (per tech note) Please confirm & cancel. Thanks.

3/16 KKelch called Karah to schedule for 3/20 between 3 and 4 pm. She advised that its already been done, sent text to FSE to confirm.

3/11/26 RBerry- Updated due date based on parts. Removed delay code.


🔧 Work Performed
Duplicate WO
🔍 Technician Findings
Duplicate WO
⚠️ Problem Description
I am needing to speak to somebody regarding our e kg machine. It says it needs a new battery, and we need to have a tech come and replace that https://www.ebiotrack.com/workorder.php?wo=71040

Timeline

📞
Case Linked Jan 20, 4:10 PM
Case Number: 00560657
Subject: New Voice Message from Virtual Tech HCP - CORONADO KARAH (832) 450-7119 on 01/20/2026 3:10 PM
Status: Closed
📋
▶
3 Work Order Created Jan 20, 4:21 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088698
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 35.0 business days
🔩
▶
2 2x Parts Added Mar 10, 1:19 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 48d 19h
👷
▶
2 Technician Assigned Mar 10, 1:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 15m
⚠️ 5.0 business days
✔️
Status: Completed by Anthony Wirth Mar 16, 12:23 PM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 5d 22h, 0m
⏳ 3.0 business days
💵
Status: Billing Review by Diane Patton Mar 18, 4:57 PM
From: Closed
To: Billing Review
Duration in Previous: 2d 4h
🚨 29.9 business days
🚫
Status: Canceled by Dylan Nakoff Apr 28, 11:53 AM
From: Billing Review
To: Canceled
Duration in Previous: 40d 18h

Bottlenecks

Awaiting Parts
Duration: 34.3 business days (threshold: 3.0 business days)
Exceeded by 31.3 business days
Assigned
Duration: 4.8 business days (threshold: 4.0 business hours)
Exceeded by 4.3 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 29.4 business days (threshold: 2.0 business days)
Exceeded by 27.4 business days

🔗 Related Artifacts

📞
Case 00560657
Closed
📦
Parts Order 00088698
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Anthony Wirth
Scheduled
N/A
Created
Jan 20, 4:21 PM
Invoice #
N/A

Work Details (2)

Name Type Status Qty Amount Date
WL-03137466 Parts Open 1 $0.00 Mar 10, 1:19 PM
WL-03137467 Expenses Open 1 $0.00 Mar 10, 1:19 PM

Details