Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352388 ↗ ServiceMax

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

📍 Conviva Plaza Linda #1761 — 10401 SW 40th Street, Miami FL, 33165

Feb 17, 2026 → Feb 17, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 20, 2026
✓ SLA Met (3 biz days early)
Active: 0 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
Created: Feb 17, 2026 Completed: Feb 17, 2026
Business Days Used 0 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0 / 3
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0 / 3
Feb 17 → Feb 17 Assigned ▶ Running 0 0 / 3
Feb 17 → Feb 17 Scheduled ▶ Running 0 0 / 3
Feb 17 → Feb 17 Tech On Site ▶ Running 0 0 / 3
Dispatch 0.0d
Coordinators 0.1d
Field Work 0.4d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.1 days
Field Work
0.4 days
Billing
0.0 days
Created: Feb 17, 2026 Due: Feb 20, 2026 Completed: Feb 17, 2026 (3 days early)
📅
0.4 days Total Age
⏱️
2.2d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
1.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00569289
Scale Repair
Closed
Tech Requested WO while on-site.
Priority
High
Origin
Emergency Call
Reason
New Case
Contact
Diana Munez
Owner
Derek Reynolds
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352388 (current) Invoiced
Virtual Tech - Field Repair • Elkin Barahona
Created: Feb 17, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 177 days old
🚨
Primary Delay 2.2 days stuck in "Closed"
⏱️
Total Delay 1.2 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
0.1d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17/26 AJinerson - Tech already on-site for WO-01349771 - customer received parts for VT drop shipment (WO-01349774) and requested tech to service this as well.

🔧 Work Performed
02/17/26 EBar. Parts replaced, Unit tested and returned to service.
🔍 Technician Findings
02/17/26 EBar. Noticeable physical damage on device This unit needs touch panel. Health O Meter - 500KL 13215977 N/A
⚠️ Problem Description
Tech Requested WO while on-site. https://www.ebiotrack.com/workorder.php?wo=71739

Timeline

📞
▶
3 Case Linked Feb 17, 1:55 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01352388
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Feb 17, 2:01 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-17T18:30:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
▶
2 Dispatch Scheduled Feb 17, 2:27 PM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Elkin Barahona
From: Scheduled
To: Tech On Site
Duration in Previous: 25m
⏱️
▶
2 Labor Added Feb 17, 5:05 PM
Labor Added → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Travel
Status: Open
Qty: 1, 20
✔️
Status: Completed by Elkin Barahona Feb 17, 5:10 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 42m
⏱️
▶
2 Labor Added Feb 17, 5:16 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Elkin Barahona
From: Completed, Tech Off Site
To: Tech Off Site, Closed
Duration in Previous: 7m, 0m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Feb 19, 4:04 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
⏳ 2.0 business days
🧾
Invoice Created Feb 22, 8:50 PM
Invoice Number: SM-254398

Bottlenecks

Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00569289
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 17, 2:00 PM
Created
Feb 17, 1:56 PM
Invoice #
SM-254398

Work Details (4)

Name Type Status Qty Amount Date
WL-03109081 Labor Open 1 $119.00 Feb 17, 5:05 PM
WL-03109088 Parts Open 1 $0.00 Feb 17, 5:09 PM
WL-03109090 Travel Open 20 - Feb 17, 5:09 PM
WL-03109107 Labor Open 0.5 $0.00 Feb 17, 5:16 PM

Details