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← WO Overview

WO-01352822 ↗ ServiceMax

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

📍 Conviva Kingspoint #1424 ( #170227) — 7686 Nob Hill Road, Tamarac FL, 33321

Feb 19, 2026 → Feb 23, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 24, 2026
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
Created: Feb 19, 2026 Completed: Feb 23, 2026
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 19 → Feb 19 Created ▶ Running 0 0 / 3
Feb 19 → Feb 20 Ready for Scheduling ▶ Running 1 1 / 3
Feb 20 → Feb 20 Assigned ▶ Running 0 1 / 3
Feb 20 → Feb 23 Scheduled ▶ Running 1 2 / 3
Feb 23 → Feb 23 Tech On Site ▶ Running 0 2 / 3
Dispatch 0.0d
Coordinators 3.8d
Field Work 0.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.8 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Feb 19, 2026 Due: Feb 24, 2026 Completed: Feb 23, 2026 (1 days early)
📅
2.8 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
9 transitions Status Changes
⚠️
2.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00570156
<no subject>
Closed
Function test EKG Model: Schiller - AT-102City: 13224541
Priority
Standard
Origin
Email
Reason
New Case
Contact
Paula Gonzalez
Owner
Virtual Tech
Created
Feb 19, 2026
Work Orders from this Case (1)
WO-01352822 (current) Invoiced
Virtual Tech - Field Repair • Elkin Barahona
Created: Feb 19, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 2.8 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
1.8d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 AJinerson - Received email back from Dallas Carter to schedule tech visit for repair on Mon. 2/23 with eta between 8am-10am.


Updated POC:

Dallas Carter

dcarter@convivasolutions.com

954-597-0135  (office)

954-218-9480  (cell)


2/20/26 AJinerson - Sent email to POC Dallas Carter (POC last WO) offering tech visit on Monday, 2/23 with eta between 8am-10am.


2/20/26 AJinerson - Email to Paula bounced.


2/20/26 AJinerson - Sent email to POC Paula offering tech visit on Monday, 2/23 with eta between 8am-10am.


2/20/26 AJinerson - Called site again to schedule tech visit. Spoke with operator and was placed on hold with site for over 7 mins with no answer. 


2/20/26 AJinerson - Called site to schedule tech visit. Selected prompt to speak with someone, then line went blank and disconnected. 

🔧 Work Performed
02/23/25 EBar. I do the diagnostic and repairment for this EKG unit. A false contact in the alligators clips were found. After this fail was repaired this unit is returned to service.
🔍 Technician Findings
02/23/25 EBar. Site schedule to repair an EKG Machine that is not working well. Schiller - AT-102 ID 13224541 S/N 0107613365001686
⚠️ Problem Description
Function test EKG Model: Schiller - AT-102City: 13224541 https://www.ebiotrack.com/workorder.php?wo=71815

Timeline

📞
Case Linked Feb 19, 12:07 PM
Case Number: 00570156
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Feb 19, 12:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Feb 20, 8:57 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Elkin Barahona
🗓️
▶
2 Status: Scheduled Feb 20, 9:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-23T13:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Elkin Barahona Feb 23, 7:58 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
▶
3 5x Labor Added Feb 23, 9:38 AM
5x Labor Added → Status: Completed → Status: Tech Off Site
✔️
Status: Completed by Elkin Barahona
From: Tech On Site
To: Completed
Duration in Previous: 1h 41m
🚗
Status: Tech Off Site by Elkin Barahona
From: Completed
To: Tech Off Site
Duration in Previous: 1m
🏁
Status: Closed by Elkin Barahona Feb 23, 9:55 AM
From: Tech Off Site
To: Closed
Duration in Previous: 14m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 25, 12:01 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 4.0 business days
🧾
Invoice Created Mar 2, 10:11 AM
Invoice Number: SM-254881

Bottlenecks

Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00570156
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 23, 8:00 AM
Created
Feb 19, 12:57 PM
Invoice #
SM-254881

Work Details (5)

Name Type Status Qty Amount Date
WL-03115927 Labor Open 1 $119.00 Feb 23, 9:38 AM
WL-03115928 Labor Open 1 $119.00 Feb 23, 9:38 AM
WL-03115929 Labor Open 1 $119.00 Feb 23, 9:38 AM
WL-03115930 Travel Open 18 - Feb 23, 9:38 AM
WL-03115931 Travel Open 20 - Feb 23, 9:38 AM

Details