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Detailed work order timeline, KPIs, and analysis

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WO-01340101 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Drop Shipment • PC

📍 CONVIVA Le Juene 7002 — 351 NW Le Jeune Road, 503 + 504, Miami FL, 33126

Jan 27, 2026 → Mar 23, 2026

✅ Completed

SLA Clock

Per client agreement · Target: Mar 27, 2026

✓ SLA Met (4 biz days early)

Active: 1 biz days

Paused: 37 biz days

🕐 Clock stopped: Invoiced (Mar 23, 2026)

▶ Clock Running

Status: Created

Jan 27 → Jan 27, 2026

0 business days (counted)

Running total: 0 of ? biz days used

⏸37d

⏸ Clock Paused

Status: Awaiting Parts

Jan 27 → Mar 20, 2026

37 business days (not counted)

▶ Clock Running

Status: L2 Review

Mar 20 → Mar 23, 2026

1 business day (counted)

Running total: 1 of ? biz days used

▶ Clock Running

Status: Completed

Mar 23 → Mar 23, 2026

0 business days (counted)

Running total: 1 of ? biz days used

▶ Clock Running

Status: Assigned

Mar 23 → Mar 23, 2026

0 business days (counted)

Running total: 1 of ? biz days used

Created: Jan 27, 2026 Invoiced: Mar 23, 2026

Show SLA Clock Detail (5 periods)

Period	Status	Clock	Biz Days	Running Total
Jan 27 → Jan 27	Created	▶ Running	0	0
Jan 27 → Mar 20	Awaiting Parts	⏸ Paused	37	—
Mar 20 → Mar 23	L2 Review	▶ Running	1	1
Mar 23 → Mar 23	Completed	▶ Running	0	1
Mar 23 → Mar 23	Assigned	▶ Running	0	1

Dispatch 0.0d

Material Management 37.8d

Coordinators 0.0d

✓ SLA Met

Dispatch
0.0 days

Material Management
37.8 days
Over SLA

Coordinators
0.0 days

Created: Jan 27, 2026 Due: Mar 27, 2026 Completed: Mar 23, 2026 (4 days early)

📅

38.9 days Total Age

⏱️

37.8d in Awaiting Parts Longest Stage

🔄

5 transitions Status Changes

⚠️

35.8d over Total Delay

📦

2 orders, 0 quotes Parts & Quotes

📝

4 lines Work Details

📋

Coordinator Scheduling

AI Analysis

Generating AI analysis...

Originating Case

Open in Salesforce →

🎫

Case #00562453

Closed

Hi ,A work order request has been sent for:Name: Ained CollazoPhone: 7862182103Email: acollazoromero@convivasolutions.comNotes: Need paper and alegato clips for ekg machine 351 nw 42 ave suit 503 fl 33126 Site: CONVIVA Le Juene 7002City: MiamiCity: FLModel: GE Healthcare - MAC 1200City: 13229443

Priority

Standard

Origin

Reason

New Case

Contact

Ained Collazo

Owner

Virtual Tech

Created

Jan 27, 2026

Work Orders from this Case (1)

WO-01340101 (current) Invoiced

Virtual Tech - Drop Shipment • Virtual Tech

Created: Jan 27, 2026 • Closed: Mar 23, 2026

Completed with significant delays

Invoiced • 198 days old

🚨

Primary Delay 37.8 days stuck in "Awaiting Parts"

⏱️

Total Delay 35.8 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

Awaiting Parts

37.8d / 3.0d SLA

L2 Review

2.0d

Assigned

0.0d / 0.5d SLA

Closed

2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed

                        Parts ordered & shipped to site                    

⚠️ Problem Description

                        Hi ,A work order request has been sent for:Name: Ained CollazoPhone: 7862182103Email: acollazoromero@convivasolutions.comNotes: Need paper and alegato
clips for ekg machine 351 nw 42 ave suit 503 fl 33126 Site: CONVIVA Le Juene 7002City: MiamiCity: FLModel: GE Healthcare - MAC 1200City: 13229443                    

📧