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Detailed work order timeline, KPIs, and analysis

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WO-01352595 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Drop Shipment • PC

📍 Conviva - North Miami Beach — 1648 N.E. 163 Street, North Miami Beach FL, 33162

Feb 18, 2026 → Mar 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 17, 2026
✓ SLA Met (26 biz days early)
Active: 2 biz days
Paused: 14 biz days
🕐 Clock stopped: Completed (Mar 12, 2026)
▶ Clock Running
Status: Created
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Mar 10, 2026
14 business days (not counted)
2d
▶ Clock Running
Status: L2 Review
Mar 10 → Mar 12, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Feb 18, 2026 Completed: Mar 12, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 18 → Feb 18 Created ▶ Running 0 0
Feb 18 → Mar 10 Awaiting Parts ⏸ Paused 14 —
Mar 10 → Mar 12 L2 Review ▶ Running 2 2
Mar 12 → Mar 12 Assigned ▶ Running 0 2
Dispatch 0.0d
Material Management 14.8d
Field Work 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
14.8 days
Over SLA
Field Work
0.0 days
Created: Feb 18, 2026 Due: Apr 17, 2026 Completed: Mar 12, 2026 (36 days early)
📅
16.8 days Total Age
⏱️
14.8d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
13.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00569565
L2 review
Closed
Damaged Accessories – Emsar to ship replacement parts. Alarm E05 (Oral Probe is broken. NOTE Please send one oral probe for this BP unit.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claudia Vasallo
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352595 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 18, 2026 • Closed: Mar 12, 2026
Completed with significant delays
Invoiced • 176 days old
🚨
Primary Delay 14.8 days stuck in "Awaiting Parts"
⏱️
Total Delay 13.4 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
14.8d / 3.0d SLA
L2 Review
3.0d
Closed
2.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Damaged Accessories – Emsar to ship replacement parts. Alarm E05 (Oral Probe is broken. NOTE Please send one oral probe for this BP unit. https://www.ebiotrack.com/workorder.php?wo=71768

Timeline

📞
Case Linked Feb 18, 8:40 AM
Case Number: 00569565
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Feb 18, 12:14 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090613
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 15.0 business days
🔩
▶
2 2x Parts Added Mar 10, 8:51 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by John Rolston
From: Awaiting Parts
To: L2 Review
Duration in Previous: 19d 19h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Mar 12, 1:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 2d 4h, 0m
✔️
▶
3 Status: Completed Mar 12, 3:33 PM
Status: Completed → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.033333333333333
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Mar 16, 6:31 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256675

Bottlenecks

Awaiting Parts
Duration: 14.8 business days (threshold: 3.0 business days)
Exceeded by 11.8 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00569565
Closed
📦
Parts Order 00090613
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 18, 12:14 PM
Invoice #
SM-256675

Work Details (3)

Name Type Status Qty Amount Date
WL-03136927 Parts Open 1 $205.55 Mar 10, 8:51 AM
WL-03136928 Expenses Open 1 $22.02 Mar 10, 8:51 AM
WL-03141671 Labor Open 0.033333333333333 $29.75 Mar 12, 3:34 PM

Details