Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351141 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Field Repair • P3

📍 CenterWell - GA - Wesley Chapel — 2389 Wesley Chapel Road, Suite 102, Decatur GA, 30035

Feb 11, 2026 → Feb 20, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 21, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 21, 2026
5 business days (counted)
Running total: 6 of 3 biz days used
Created: Feb 11, 2026 Completed: Feb 21, 2026
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 3
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0 / 3
Feb 11 → Feb 12 Assigned ▶ Running 1 1 / 3
Feb 12 → Feb 21 Scheduled ▶ Running 5 6 / 3
Dispatch 0.0d
Coordinators 7.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.7 days
Over SLA
Billing
0.0 days
Created: Feb 11, 2026 Due: Feb 16, 2026 Completed: Feb 21, 2026 (4 days late)
📅
6.7 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
6.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00567503
L2 review - HCP
Closed
device issue: device not connected clips changed still not connecting to read vitals Model: Midmark - IQECG Model Type: EKG Asset ID: 6222451 Serial #: 4815653
Priority
High
Origin
Phone
Reason
New Case
Contact
Marlea Kegler
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351141 (current) Invoiced
Virtual Tech - Field Repair • Cynthia G Deville
Created: Feb 11, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 6.8 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
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17/26 AJinerson - Called site needing to reschedule due to tech out ill today. Confirmed w/ Kenya to reschedule to Friday, 2/20 to be safe (in case tech out tomorrow again). Confirmed for Friday, 2/20 with eta between 9am-11am. 


2/16/26 AJinerson - Called site needing to reschedule tech visit (due to tech out ill today). Operator transferred me to site, spoke with Kenya who confirmed rescheduling for tomorrow morning, 2/17 with eta between 9am-11am. 


2/16/26 AJinerson - Tech out ill today, will have to reschedule past the SLA.


2/12/26 AJinerson - Called site 2nd time to schedule tech visit. Spoke with Kenya who confirmed scheduling tech visit for Monday, 2/16 with arrival between 11am-1pm. 

Arrival instructions: None, they will be at front desk for tech arrival. They close for lunch from 12-1, but doors will be unlocked and tech can still come in and service. 


2/11/26 AJinerson - Called site to schedule tech visit. Prompt 1 then prompt 2. Number went to call center who transferred me to site. Site was closed for the day, no option to leave VM. 

🔧 Work Performed
PERFORMED TEST WITH IQECG MODULE, UPLOADED PHOTO OF TEST TO EBIOTRACK, UPLOADED PHOTO OF DATA MESAGE TO EBIOTRACK. SHORTAGE OF PERSONNEL ADDED TO LONG WAIT TIMES TO LOG INTO BOTH COMPUTERS.
🔍 Technician Findings
TWO PCS WITH IQECG, BOTH NOT SET UP FOR DATA CONNECTION TO MIDMARK
⚠️ Problem Description
device issue: device not connected clips changed still not connecting to read vitals Model: Midmark - IQECG Model Type: EKG Asset ID: 6222451 Serial #: 4815653 https://www.ebiotrack.com/workorder.php?wo=71597

Timeline

📞
Case Linked Feb 11, 1:40 PM
Case Number: 00567503
Subject: L2 review - HCP
Status: Closed
📋
▶
2 Work Order Created Feb 11, 1:47 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 11, 4:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 10m
🗓️
▶
2 Status: Scheduled Feb 12, 9:15 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-16T16:00:00.000+0000, 2026-02-16T16:30:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 16, 8:55 AM
Scheduled For: 2026-02-17T14:00:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 17, 9:15 AM
Scheduled For: 2026-02-20T14:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 6x Labor Added Feb 20, 10:40 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Cynthia Deville
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 13h, 0m
⏳ 3.2 business days
📄
▶
3 Status: Ready to Bill Feb 25, 11:26 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-254870
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00567503
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Cynthia G Deville
Scheduled
Feb 20, 9:00 AM
Created
Feb 11, 1:47 PM
Invoice #
SM-254870

Work Details (6)

Name Type Status Qty Amount Date
WL-03114894 Labor Open 0.5 $59.50 Feb 20, 10:40 PM
WL-03114895 Labor Open 4.5 $535.50 Feb 20, 10:40 PM
WL-03114896 Labor Open 0.5 $59.50 Feb 20, 10:40 PM
WL-03114897 Travel Open 13 - Feb 20, 10:40 PM
WL-03114898 Travel Open 13 - Feb 20, 10:40 PM
WL-03114899 Expenses Open 1 $0.00 Feb 20, 10:40 PM

Details