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WO-01350573 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell - Montclaire — 5415 South Blvd, Charlotte NC, 28217

Feb 9, 2026 → May 4, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (45 biz days late)
Active: 59 biz days
🕐 Clock stopped: Completed (May 4, 2026)
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 18, 2026
6 business days (counted)
Running total: 6 of ? biz days used
46d
▶ Clock Running
Status: Assigned
Feb 18 → Apr 23, 2026
46 business days (counted)
Running total: 52 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Apr 23 → May 4, 2026
7 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 4 → May 4, 2026
0 business days (counted)
Running total: 59 of ? biz days used
Created: Feb 9, 2026 Completed: May 4, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0
Feb 9 → Feb 18 Ready for Scheduling ▶ Running 6 6
Feb 18 → Apr 23 Assigned ▶ Running 46 52
Apr 23 → May 4 Scheduled ▶ Running 7 59
May 4 → May 4 Tech On Site ▶ Running 0 59
Dispatch 0.0d
Coordinators 61.7d
Field Work 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
61.7 days
Over SLA
Field Work
0.0 days
Created: Feb 9, 2026 Due: Apr 30, 2026 Completed: May 4, 2026 (3 days late)
📅
59.7 days Total Age
⏱️
47.0d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
60.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566463
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 36 pieces https://www.ebiotrack.com/inspection.php?iid=32962
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jake Sherman
Owner
Leona Coonrod
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350573 (current) Invoiced
Inspection • Eric Colon
Created: Feb 9, 2026 • Closed: May 4, 2026
Completed with significant delays
Invoiced • 186 days old
🚨
Primary Delay 47.0 days stuck in "Assigned"
⏱️
Total Delay 60.0 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
Ready for Scheduling
6.7d / 1.0d SLA
Assigned
47.0d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/23 MOwens Called the location number and spoke to the administrator Brione Griffin. Scheduled the inspection for the first available date on 5/4 with arrival between 10-10:30am.


New POC is Brione Griffiin for this location. bgriffin15@centerwell.com

4/23 MOwens Tried to call Jake Sherman. Number is no longer in service.

4/2 MOwens Sent email to Delma and Jake Sherman about scheduling the inspection due by the end of April.

🔧 Work Performed
5/4/26- EColon- Arrived onsite, checked in with POC. Completed inspection on 49 Items, archived 1 item.
🔍 Technician Findings
Annual Inpsection
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 36 pieces https://www.ebiotrack.com/inspection.php?iid=32962

Timeline

📞
Case Linked Feb 9, 6:00 AM
Case Number: 00566463
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Feb 9, 1:14 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Feb 18, 9:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8d 20h
🚨 47.0 business days
🗓️
▶
2 Status: Scheduled Apr 23, 10:57 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-05-04T14:00:00.000+0000
⚠️ 8.0 business days
🔧
▶
3 Status: Tech On Site May 4, 1:32 PM
Status: Tech On Site → 3x Labor Added → Status: Completed
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 3.5, 88
✔️
Status: Completed by Eric Colon
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton May 6, 10:29 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 20h, 0m
⏳ 3.0 business days
🧾
Invoice Created May 8, 7:01 PM
Invoice Number: SM-261099

Bottlenecks

Ready for Scheduling
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days
Assigned
Duration: 47.0 business days (threshold: 4.0 business hours)
Exceeded by 46.5 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00566463
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Eric Colon
Scheduled
May 4, 10:00 AM
Created
Feb 9, 1:14 PM
Invoice #
SM-261099

Work Details (3)

Name Type Status Qty Amount Date
WL-03213583 Labor Open 1.5 $0.00 May 4, 1:35 PM
WL-03213584 Labor Open 3.5 $1,292.00 May 4, 1:35 PM
WL-03213585 Travel Open 88 - May 4, 1:35 PM

Details