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WO-01350883 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva - Winter Haven - 06678 — 141 E. Central Ave., Winter Haven FL, 33880

Feb 10, 2026 → May 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (47 biz days late)
Active: 60 biz days
🕐 Clock stopped: Completed (May 6, 2026)
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of ? biz days used
44d
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Apr 14, 2026
44 business days (counted)
Running total: 44 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Apr 14 → May 1, 2026
13 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Scheduled
May 1 → May 6, 2026
3 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 6 → May 6, 2026
0 business days (counted)
Running total: 60 of ? biz days used
Created: Feb 10, 2026 Completed: May 6, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0
Feb 10 → Apr 14 Ready for Scheduling ▶ Running 44 44
Apr 14 → May 1 Assigned ▶ Running 13 57
May 1 → May 6 Scheduled ▶ Running 3 60
May 6 → May 6 Tech On Site ▶ Running 0 60
Dispatch 0.0d
Coordinators 62.3d
Field Work 0.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
62.3 days
Over SLA
Field Work
0.8 days
Created: Feb 10, 2026 Due: May 10, 2026 Completed: May 6, 2026 (4 days early)
📅
60.6 days Total Age
⏱️
44.6d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
59.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566830
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service # of pieces: 140 https://www.ebiotrack.com/inspection.php?iid=32979
Priority
Standard
Origin
Email
Reason
New Case
Contact
Janice Cruz
Owner
Erin Martin
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01350883 (current) Invoiced
Inspection • Anthony Wright
Created: Feb 10, 2026 • Closed: May 6, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 44.6 days stuck in "Ready for Scheduling"
⏱️
Total Delay 59.3 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
44.6d / 1.0d SLA
Assigned
13.8d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/1/26 AJinerson - Received email back from POC Kristin Westbrook confirming tech visit for Weds. 5/6 with eta between 930am-1130am.

POC onsite: Rhondasia Sam

Arrival instructions: Check in on first floor w/ receptionist, let receptionist know they are there to meet Rhondasia Sam.

Confirmed site address:


5/1/26 AJinerson - Sent email to secondary contact, Kristin Westbrook at kwestbrook@convivasolutions.com

Offering tech visit on Weds. 5/6 with eta between 930am-1130am.


5/1/26 AJinerson - Called POC from previous WOs - Kristin Westbrook at (863) 270-1588 - and left VM regarding scheduling. 


5/1/26 AJinerson - Called POC 3rd time to follow up and schedule. Phone didn't ring, but stayed on the line for 1 minute without ringing and then went to busy tone. 


4/14/26 AJinerson - Sent email to POC Janice offering tech visit on Weds. 5/6 with eta between 9am-11am.


4/14/26 AJinerson - Tried calling again. Called POC, went straight to busy tone 2nd time. 


4/14/26 AJinerson - Called POC, went straight to busy tone. 

🔧 Work Performed
5/6/26 AMW - Performed annual inspection on all medical equipment located. Total of 122 pieces of equipment inspected. 2 failures. 1 AED has expired pads and 1 manual BP device that has ripped tubing. NO FOLLOW UP NEEDED. POC will order replacement accessories. ALL other items inspected PASS. Notified POC of inspection findings and completion.
🔍 Technician Findings
5/6/26 AMW - Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service # of pieces: 140 https://www.ebiotrack.com/inspection.php?iid=32979

Timeline

📞
Case Linked Feb 10, 6:00 AM
Case Number: 00566830
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Feb 10, 2:03 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 45.0 business days
👷
▶
2 Technician Assigned Apr 14, 1:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 62d 22h
🚨 14.0 business days
🗓️
▶
2 Status: Scheduled May 1, 12:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-05-06T13:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Anthony Wright May 6, 10:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
⏱️
5x Labor Added May 6, 12:23 PM
Type: Labor, Travel
Status: Open
Qty: 2, 4.25, 1.75, 91
✔️
▶
2 Status: Completed May 6, 4:08 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Diane Patton May 7, 11:08 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 18h 58m, 0m
⏳ 2.0 business days
🧾
Invoice Created May 11, 12:23 AM
Invoice Number: SM-261230

Bottlenecks

Ready for Scheduling
Duration: 44.6 business days (threshold: 1.0 business days)
Exceeded by 43.6 business days
Assigned
Duration: 13.8 business days (threshold: 4.0 business hours)
Exceeded by 13.3 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours

🔗 Related Artifacts

📞
Case 00566830
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
May 6, 9:30 AM
Created
Feb 10, 2:03 PM
Invoice #
SM-261230

Work Details (5)

Name Type Status Qty Amount Date
WL-03216402 Labor Open 2 $0.00 May 6, 12:23 PM
WL-03216403 Labor Open 4.25 $2,290.75 May 6, 12:23 PM
WL-03216404 Labor Open 1.75 $0.00 May 6, 12:23 PM
WL-03216405 Travel Open 91 - May 6, 12:23 PM
WL-03216406 Travel Open 91 - May 6, 12:23 PM

Details