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WO-01351521 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Field Repair • P3

📍 Conviva Liberty City #2233 — 6269 NW 7th Ave, Miami FL, 33150

Feb 13, 2026 → Feb 25, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Paused: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 17, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 18 → Feb 23, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 25, 2026
2 business days (counted)
Running total: 6 of 3 biz days used
Created: Feb 13, 2026 Completed: Feb 25, 2026
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0 / 3
Feb 13 → Feb 17 Awaiting Parts ⏸ Paused 1 —
Feb 17 → Feb 18 Reschedule ▶ Running 1 1 / 3
Feb 18 → Feb 23 Assigned ▶ Running 3 4 / 3
Feb 23 → Feb 23 Entered ▶ Running 0 4 / 3
Feb 23 → Feb 23 Assigned ▶ Running 0 4 / 3
Feb 23 → Feb 25 Scheduled ▶ Running 2 6 / 3
Dispatch 0.0d
Material Management 2.0d
Coordinators 7.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
7.6 days
Over SLA
Created: Feb 13, 2026 Due: Feb 25, 2026 Completed: Feb 25, 2026 (on time)
📅
8.0 days Total Age
⏱️
4.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
5.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567898
follow up to WO-01318118
Closed
follow up to WO-01318118 Inspection #: 31556 Asset ID: 20080862 Serial #: NONE Model: Welch Allyn - 767 Series Notes: Noticeable physical damage on device Damaged Accessories – Emsar to ship replacement parts TWO COILD CORDS Are needing
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carmen White
Owner
Virtual Tech
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351521 (current) Invoiced
Virtual Tech - Field Repair • Yves Dessin
Created: Feb 13, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 182 days old
🚨
Primary Delay 4.0 days stuck in "Assigned"
⏱️
Total Delay 5.0 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
Awaiting Parts
2.0d / 3.0d SLA
Reschedule
1.3d / 2.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
2.3d / 2.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26 AJinerson - Discussed w/ tech SUP during scheduling call. Per tech sup, just send tech on-site on Wednesday, 2/25 for all 11 repairs since parts showing delivered and tech is in area to assist w/ HCP work this week.


2/23/26 AJinerson - Call logged on WO-01351507. Called site number at 17869772944. Received "office currently closed" message with no option to leave VM. 


2/20/26 AJinerson - Email logged on WO-01351507. Sent 2nd email to Carmen offering tech visit on Monday, 2/23 with arrival between 9am-11am. (for YDessin to come down and assist w/ HCP).


2/20/26 AJinerson - Call logged on WO-01351507. Called site number directly to schedule tech visit to see if we could schedule for Monday, 2/23. Carmen was not in office, but staff took message to have her call us back to schedule.


2/18/26 RBerry- Updated due date based on parts. Removed delay code.


2/18/26 AJinerson - Email logged on WO-01351507. Sent email to Carmen offering tech visit on Monday, 2/23 with arrival between 9am-11am since all parts not arriving until Friday, 2/20.


2/18/26 AJinerson - Site has 11 repair WOs sending parts. Parts ETA is 2/20/26 AJinerson - Call logged on WO-01351507. Called site number directly to schedule tech visit to see if we could schedule for Monday, 2/23. Carmen was not in office, but staff took message to have her call us back to schedule.


Friday, 2/20 by end of day on-site.




🔧 Work Performed
replaced and installed coil cords returned device back to service
🔍 Technician Findings
replaced and installed coil cords returned device back to service
⚠️ Problem Description
follow up to WO-01318118 Inspection #: 31556 Asset ID: 20080862 Serial #: NONE Model: Welch Allyn - 767 Series Notes: Noticeable physical damage on device Damaged Accessories – Emsar to ship replacement parts TWO COILD CORDS Are needing https://www.ebiotrack.com/workorder.php?wo=71660

Timeline

📞
Case Linked Feb 12, 12:18 PM
Case Number: 00567898
Subject: follow up to WO-01318118
Status: Closed
📋
▶
3 Work Order Created Feb 13, 8:17 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090316
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 2.0 business days
🔩
▶
2 2x Parts Added Feb 17, 4:58 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 4d 8h
👷
▶
2 Technician Assigned Feb 18, 9:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 16h 55m
⏳ 4.0 business days
🆕
▶
2 Status: Entered Feb 23, 4:11 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Yves Dessin
🗓️
▶
2 Status: Scheduled Feb 23, 4:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-25T16:30:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 Labor Added Feb 25, 5:10 PM
Labor Added → Status: Completed
✔️
Status: Completed by Yves Dessin
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 0h, 0m
⏳ 2.8 business days
📄
▶
4 Status: Ready to Bill Feb 28, 12:50 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-255244

Bottlenecks

Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.6 business hours
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00567898
Closed
📦
Parts Order 00090316
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Yves Dessin
Scheduled
Feb 25, 11:30 AM
Created
Feb 13, 8:17 AM
Invoice #
SM-255244

Work Details (3)

Name Type Status Qty Amount Date
WL-03109065 Parts Open 2 $531.90 Feb 17, 4:58 PM
WL-03109066 Expenses Open 1 $16.50 Feb 17, 4:58 PM
WL-03119898 Labor Open 1 $119.00 Feb 25, 5:10 PM

Details