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Detailed work order timeline, KPIs, and analysis

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WO-01351776 ↗ ServiceMax

CenterWell (Humana) • Misc. Inspection • P5

📍 Centerwell - Regency Centre — 171 W. Lowery Lane, Lexington KY, 40503

Feb 16, 2026 → Feb 19, 2026

✅ Completed
P5 5 business days from creation
Target: Feb 23, 2026
🕐 Clock stopped: Completed (Feb 20)
✓ SLA Met (3d early)
Dispatch 0.0d
Coordinators 4.1d
Field Work 1.4d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.1 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Feb 16, 2026 Due: Feb 23, 2026 Completed: Feb 20, 2026 (3 days early)
📅
4.4 days Total Age
⏱️
3.9d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
4.3d 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 #00568432
Calibrate new urin analyzer machine and thermometer in lab
Closed
New Miscellaneous Equipment Inspection New urine analyzer machine that needs to be calibrated and a thermometer in the lab as well. https://www.ebiotrack.com/inspection.php?iid=33088
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shelby Williamson
Owner
Kimberly Hardison
Created
Feb 13, 2026
Work Orders from this Case (1)
WO-01351776 (current) Invoiced
Misc. Inspection • Jordan Moceri
Created: Feb 16, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 87 days old
🚨
Primary Delay 3.9 days stuck in "Scheduled"
⏱️
Total Delay 4.3 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
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16/2026 CRamen Logged email Confirming Thursday 2/19/2026 with an arrival window between 10-12


2/16/2026 CRamen Logged email requesting Thursday 2/19/2026 with an arrival window between 10-12. Placeholder set

🔧 Work Performed
performed inspection and set up new urine analyzer
🔍 Technician Findings
inspection of new items
⚠️ Problem Description
New Miscellaneous Equipment Inspection New urine analyzer machine that needs to be calibrated and a thermometer in the lab as well. https://www.ebiotrack.com/inspection.php?iid=33088

Timeline

📞
Case Linked Feb 13, 5:03 PM
Case Number: 00568432
Subject: Calibrate new urin analyzer machine and thermometer in lab
Status: Closed
⏳ 1.9 business days
📋
▶
2 Work Order Created Feb 16, 9:53 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 16, 11:35 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 40m
📅
▶
3 Dispatch Scheduled Feb 16, 11:58 AM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 22m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-19T17:00:00.000+0000, 2026-02-19T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Jordan Moceri Feb 19, 11:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
⏱️
▶
2 3x Labor Added Feb 19, 10:32 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jordan Moceri
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 27m, 0m
⏳ 3.2 business days
📄
▶
3 Status: Ready to Bill Feb 24, 12:37 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created
Invoice Number: SM-254763

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00568432
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Jordan Moceri
Scheduled
Feb 19, 11:00 AM
Created
Feb 16, 9:53 AM
Invoice #
SM-254763

Work Details (3)

Name Type Status Qty Amount Date
WL-03113254 Labor Open 4.0833333333333 $476.00 Feb 19, 10:32 PM
WL-03113255 Labor Open 0.58333333333333 $89.25 Feb 19, 10:32 PM
WL-03113256 Travel Open 241 - Feb 19, 10:32 PM

Details