FICTIONAL TRAINING FILE - The City of Fernhollow, its staff, residents and data are invented for the CPS HR Microsoft 365 Copilot workshop. Do not use real work data.

FILE 06 - SERVICE REQUEST DATA (text version of the spreadsheet)
Sheet: Monthly Data (Excel table name: ServiceRequests)
Blank = no data; 0 = measured and zero. Ending Backlog = Beginning Backlog + Received - Completed.

Month | Beginning Backlog | Requests Received | Requests Completed | Resolved on First Contact | Avg Days to Resolve | Escalated | Ending Backlog | Notes
Jan 2026 | 120 | 410 | 395 | 150 | 6.1 | 12 | 135 | 
Feb 2026 | 135 | 398 | 380 | 141 | 6.3 | 9 | 153 | 
Mar 2026 | 153 | 445 | 412 | 160 | 6.8 | 0 | 186 | No escalations recorded (confirmed zero)
Apr 2026 | 186 | 460 | 418 | 155 | 7.4 | 14 | 228 | 
May 2026 | 228 | 472 | 430 | 149 | 8.0 | 18 | 270 | 
Jun 2026 | 270 | 390 | 455 | 170 | 8.4 | 21 | 205 | Focused effort to clear older requests
Jul 2026 | 205 | 430 | 418 | 162 | 7.6 | 15 | 217 | 
Aug 2026 | 217 | 455 | 440 |  | 7.2 |  | 232 | Case-system migration: first-contact and escalation data not captured (blank = no data)
Sep 2026 | 232 | 468 | 452 | 181 | 6.9 | 13 | 248 | 

Lab 6 measures:
Completion Rate = Requests Completed / Requests Received x 100
First-Contact Resolution Share of Completed Requests = Resolved on First Contact / Requests Completed x 100