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Detailed work order timeline, KPIs, and analysis

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WO-01352605 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Drop Shipment • P3

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

Feb 18, 2026 → Feb 23, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 23, 2026
✓ SLA Met
Active: 1 biz days
Paused: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 21, 2026
2 business days (not counted)
1d
▶ Clock Running
Status: L2 Review
Feb 21 → Feb 23, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
Created: Feb 18, 2026 Invoiced: Feb 23, 2026
Business Days Used 1 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 18 → Feb 18 Created ▶ Running 0 0 / 3
Feb 18 → Feb 21 Awaiting Parts ⏸ Paused 2 —
Feb 21 → Feb 23 L2 Review ▶ Running 1 1 / 3
Feb 23 → Feb 23 Completed ▶ Running 0 1 / 3
Feb 23 → Feb 23 Assigned ▶ Running 0 1 / 3
Dispatch 0.0d
Material Management 2.7d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
2.7 days
Field Work
0.0 days
Billing
0.0 days
Created: Feb 18, 2026 Due: Feb 23, 2026 Completed: Feb 23, 2026 (on time)
📅
3.7 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
2.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569647
L2 review
Closed
Noticeable physical damage on device Damaged Accessories – Emsar to ship replacement parts . NOTE This ECG unit needs leads and alligator clips
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claudia Vasallo
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352605 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 18, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 176 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 2.0 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
2.7d / 3.0d SLA
L2 Review
1.0d
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Noticeable physical damage on device Damaged Accessories – Emsar to ship replacement parts . NOTE This ECG unit needs leads and alligator clips https://www.ebiotrack.com/workorder.php?wo=71773

Timeline

📞
Case Linked Feb 18, 10:15 AM
Case Number: 00569647
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Feb 18, 1:09 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090620
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
📦
Parts Requested Feb 18, 2:41 PM
Order: 00090635
Status: Closed
🔩
2x Parts Added Feb 19, 7:49 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
Labor Added Feb 20, 10:09 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
🔩
▶
2 2x Parts Added Feb 20, 7:14 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 2d 6h
⏳ 1.6 business days
✔️
▶
3 Status: Completed Feb 23, 9:19 AM
Status: Completed → Status: Assigned → Technician Assigned
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 1m, 0m
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Feb 25, 11:59 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-254880
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00569647
Closed
📦
Parts Order 00090620
Closed
📦
Parts Order 00090635
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 18, 1:09 PM
Invoice #
SM-254880

Work Details (5)

Name Type Status Qty Amount Date
WL-03111602 Parts Open 1 $75.42 Feb 19, 7:49 AM
WL-03111603 Expenses Open 1 $13.20 Feb 19, 7:49 AM
WL-03113577 Labor Open 0.016666666666667 $29.75 Feb 20, 10:09 AM
WL-03114606 Parts Open 1 $187.23 Feb 20, 7:14 PM
WL-03114607 Expenses Open 1 $25.58 Feb 20, 7:14 PM

Details