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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340245 ↗ ServiceMax

Oak Street Health • Virtual Tech • PC

📍 Oak Street Health - Zuni Road — 5555 Zuni Road SE, Suite 11, Albuquerque NM, 87108

Jan 28, 2026 → Mar 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 6, 2026
✗ SLA Missed (2 biz days late)
Active: 28 biz days
🕐 Clock stopped: Completed (Mar 10, 2026)
▶ Clock Running
Status: Created
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of ? biz days used
25d
▶ Clock Running
Status: On Hold
Jan 28 → Mar 5, 2026
25 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Completed
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Incomplete
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: On Hold
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Completed
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Incomplete
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Completed
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 25 of ? biz days used
3d
▶ Clock Running
Status: On Hold
Mar 5 → Mar 10, 2026
3 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 28 of ? biz days used
Created: Jan 28, 2026 Completed: Mar 10, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 28 → Jan 28 Created ▶ Running 0 0
Jan 28 → Mar 5 On Hold ▶ Running 25 25
Mar 5 → Mar 5 Completed ▶ Running 0 25
Mar 5 → Mar 5 Incomplete ▶ Running 0 25
Mar 5 → Mar 5 On Hold ▶ Running 0 25
Mar 5 → Mar 5 Completed ▶ Running 0 25
Mar 5 → Mar 5 Incomplete ▶ Running 0 25
Mar 5 → Mar 5 Completed ▶ Running 0 25
Mar 5 → Mar 10 On Hold ▶ Running 3 28
Mar 10 → Mar 10 Assigned ▶ Running 0 28
Dispatch 0.0d
Holding 29.3d (excluded)
Coordinators 0.0d
Field Work 0.0d
Billing 16.1d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
29.3 days
Coordinators
0.0 days
Field Work
0.0 days
Billing
16.1 days
Over SLA
Created: Jan 28, 2026 Due: Mar 6, 2026 Completed: Mar 10, 2026 (3 days late)
📅
29.0 days Total Age
⏱️
26.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
16.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562630
New Voice Message from Virtual Tech HCP - WIRELESS CALLER (872) 350-2857 on 01/27/2026 3:44 PM
Closed
Hello, my name is Monica and I am calling from Oak Street House here on Zooni Road. I have our Abbott A1C machine, the bar code on it is 6305653. We are not getting error 214, again, that is the error 214. The machine is not working. This is An Asian 2 machine. If somebody can please give me a call back. My phone number is 8723500. Sorry, zero actually the best number to reach that is 505-577-6741. Thank yo
Priority
Standard
Origin
Email
Reason
New Case
Contact
Monica Ulibarri
Owner
Virtual Tech
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340245 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 28, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 200 days old
🚨
Primary Delay 26.0 days stuck in "On Hold"
⏱️
Total Delay 16.0 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
On Hold
29.3d
Completed
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
16.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
sent location contact for abbott for a replacement analyzer
🔍 Technician Findings
sent location contact for abbott for a replacement analyzer
⚠️ Problem Description
Hello, my name is Monica and I am calling from Oak Street House here on Zooni Road. I have our Abbott A1C machine, the bar code on it is 6305653. We are not getting error 214, again, that is the error 214. The machine is not working. This is An Asian 2 machine. If somebody can please give me a call back. My phone number is 8723500. Sorry, zero actually the best number to reach that is 505-577-6741. Thank yo https://www.ebiotrack.com/workorder.php?wo=71191

Timeline

📞
Case Linked Jan 27, 4:45 PM
Case Number: 00562630
Subject: New Voice Message from Virtual Tech HCP - WIRELESS CALLER (872) 350-2857 on 01/27/2026 3:44 PM
Status: Closed
📋
▶
2 Work Order Created Jan 28, 8:07 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 26.0 business days
✔️
▶
3 Status: Completed Mar 5, 4:14 PM
Status: Completed → Status: Completed → Status: On Hold
✔️
Status: Completed by Joseph Whalen
From: On Hold, Completed, Incomplete
To: Completed, Incomplete
Duration in Previous: 1m, 0m
⏸️
Status: On Hold by Joseph Whalen
From: Completed
To: On Hold
Duration in Previous: 0m
⏳ 4.0 business days
⏱️
▶
4 Labor Added Mar 10, 9:26 AM
Labor Added → Technician Assigned → Status: Assigned → Status: Completed
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: On Hold
To: Assigned
Duration in Previous: 4d 16h
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 11, 11:42 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 2h
🚨 16.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 21d 5h
🧾
▶
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days

🔗 Related Artifacts

📞
Case 00562630
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 28, 8:07 AM
Invoice #
SM-258111

Work Details (1)

Name Type Status Qty Amount Date
WL-03136970 Labor Open 0.016666666666667 $30.64 Mar 10, 9:26 AM

Details