Attachment A1 - Sample Statistics Report.xls

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BARD Email Support to NLS Patrons and Libraries
Solicitation number
030ADV25R0009
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Written by GovTribe AI ·

This is a sample statistics report spreadsheet showing detailed BARD (Braille Audio Reading Download) support metrics for September 2024. The report tracks various categories of user support inquiries and their frequency, including login issues, download problems, account management, and technical support across different platforms (website, iOS, Android, Kindle, BARD Express).

The data shows a total of 793 messages processed during September 2024, with the highest volume categories being Questions from Libraries (192 messages), Technical problems with BARD Express (122 messages), and Compliments/thanks (116 messages). The report breaks down activity by week and time of day, with peak activity typically occurring during business hours between 9 AM and 5 PM. Support covers multiple platforms and devices including BARD Mobile, BARD Express, eReaders from Humanware and Zoomax, and various accessibility-related inquiries from both individual users and libraries.

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Other files

File Type Posted
030ADV25R0009 0001.pdf PDF
Attachment A5- Questions and Answers.xlsx XLSX spreadsheet
Attachment A6 - Example Historical Transactions Oct 2023-Sept 2024.xlsx XLSX spreadsheet
Attachment A3 - Administrative Policy.docx DOCX document
Attachment A5- Questions Template.xlsx XLSX spreadsheet
Attachment A4- Background on Systems.docx DOCX document
Attachment A2- Email Templates.docx DOCX document
030ADV25R0009.pdf PDF

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Messages by Category

September 2024Category Totals
Message CategorySep. 1-7sep. 8-14Sep. 15-21Sep. 22-28Sep. 29-30
Trouble Logging in with Website or Unknown1414205760
Trouble Logging in with BARD Mobile for iOS411410130
Trouble Logging in with BARD Mobile for Android325
Trouble Logging in with BARD Mobile for Kindle0
Trouble Logging in with BARD Express11417
Updating Account Settings157922
Account Suspended991515452
Cookies0
How to Apply for Library Service87411131
How to Apply for BARD151916
Overseas213
Application Problems11
How to Download with Website or Unknown0
How to Download with BARD Mobile for iOS0
How to Download with BARD Mobile for Android0
How to Download with Kindle Fire0
How to Download with BARD Express0
Transferring to a Player314
Download Speed with Website or Unknown0
Download Speed with iOS0
Download Speed with Android0
Download Speed with Kindle0
Download Speed with BARD Express0
Download Issues with Website or Unknown22149
Download Issues with iOS112
Download Issues with Android2327
Download Issues with Kindle22
Download Issues with BARD Express22
BARD Is Down or Failing0
Magazine Updates0
Problems with Files or Recordings31116
How to Authorize a Commercial Player123
How to Authorize BARD Mobile11
Commercial Player Authorization Problems22
BARD Mobile Authorization iOs Device Problems44
BARD Mobile Authorization Android Device Problems0
BARD Mobile Authorization Kindle Device Problems0
BARD Mobile Book Authorization Problems134
Download Limit Issue11
Flash Drives and Cartridges1124
DTBM Problems112
DTBM Firmware11
DTBM Bookshelf0
Miscellaneous BARD Mobile for iOS121135132
Miscellaneous BARD Mobile for Android4124112
Miscellaneous Kindle Fire123
Miscellaneous BARD Express1278111048
Miscellaneous Questions About Other Supported Players1124
Playing MP3s on DTBM0
Playing Books on Computer and Mainstream Players11
Using a NoteTaker22
Reading Braille Books with a Braille Display11
Reading Braille Books with Speech0
Searching the Site51219
Books in Voyager but missing from BARD0
Wish List Website or General0
Wish List iOS0
Wish List Android0
Wish List Kindle0
Wish List BARD Express33
Errors in Book Descriptions22
Issues with "Recently Added"11
Issues with "Most Popular"0
Issues with "Previous Downloads"0
Other Issues With Website213
Collection Development314
Website or General Feature Requests11
BARD Mobile for iOS Feature Requests11
Android Feature Requests0
Kindle Feature Requests0
BARD Express Feature Requests11
Humanware eReader Feature Requests0
Zoomax eReader Feature Requests0
Questions from Libraries3823486221192
Problems with MOC Program0
Administrative Issues Forwarded to bardops4257220
Patron Questions for Regional Libraries327315
Institutions347
Question from Relative/Friend or Trainer13181113358
BARD-Support List213
BARD and Mac Computers0
Compliments and thanks2719243511116
All OK Now9101213650
Information from NLS Staff88145136
Deleted Items27231817489
How to transfer with BARD Express0
Technical problems with BARD Express1512294917122
Alexa Smart Speaker5514125
BARD 2.0516
Trouble Logging into WiFi or BARD, Humanware224
Trouble Logging into WiFi or BARD, Zoomax48113
Trouble Connecting to Bluetooth or USB, Humanware527
Trouble Connecting to Bluetooth or USB, Zoomax235
Battery Issues, Humanware11
Battery Issues, Zoomax558119
User Training, Humanware52310
User Training, Zoomax2417
Mechanical Issues, Humanware4318
Mechanical Issues, Zoomax257
Miscellaneous, Humanware2341212
Miscellaneous, Zoomax22910427
Miscellaneous eReader325
Insufficient information1356116
Miscellaneous1247124
Phone Calls12121315254
Multiple Logins Contact0
Weekly Total of Categories Handled2962663193761100
Monthly Total of Categories Handled1367
Weekly Total of Messages Processed168143184229690
Total Number of Messages Processed793
Weekly Web Bard Messages2023251980
Total Web BARD Messages95
Weekly BARD Mobile Messages3130132360
Total BARD Mobile Messages103
Weekly BARD Express Messages33204161280
Total BARD Express Messages183
Weekly eReader Messages1825363790
Total eReader Messages125

&CBARD Statistics&F &A &RPage &P of &N

Week1

September 1-7
SMTWTFS
12-12-59 AM1
1-1:59 AM
2-2:59 AM1
3-3:59 AM
4-4:59 AM
5-5:59 AM
6-6:59 AM1
7-7:59 AM2
8-8:59 AM12243
9-9:59 AM112242
10-10:59 AM15751
11-11:59 AM1221011
12-12:59 PM26423
1-1:59 PM21212
2-2:59 PM14512
3-3:59 PM2421
4-4:59 PM14155
5-5:59 PM11112
6-6:59 PM13211
7-7:59 PM1311
8-8:59 PM22411
9-9:59 PM2
10-10:59 PM12111
11-11:59 PM11
Daily Totals811404033279
Weekly Total168

&C&F &A &RPage &P of &N

Week2

September 8-14
SMTWTFS
12-12-59 AM112
1-1:59 AM12
2-2:59 AM
3-3:59 AM1
4-4:59 AM
5-5:59 AM
6-6:59 AM
7-7:59 AM11
8-8:59 AM1111
9-9:59 AM21121
10-10:59 AM15222
11-11:59 AM3312
12-12:59 PM132331
1-1:59 PM13232
2-2:59 PM11424
3-3:59 PM112113
4-4:59 PM71315
5-5:59 PM1234
6-6:59 PM1131
7-7:59 PM12111
8-8:59 PM212
9-9:59 PM12
10-10:59 PM212
11-11:59 PM121
Daily Totals332261627345
Weekly Total143

&C&F &A &RPage &P of &N

Week3

September 15-21
SMTWTFS
12-12-59 AM11
1-1:59 AM1
2-2:59 AM
3-3:59 AM2
4-4:59 AM
5-5:59 AM
6-6:59 AM113
7-7:59 AM1121
8-8:59 AM22113
9-9:59 AM332121
10-10:59 AM243321
11-11:59 AM153671
12-12:59 PM156521
1-1:59 PM31521
2-2:59 PM563211
3-3:59 PM123411
4-4:59 PM11371
5-5:59 PM53322
6-6:59 PM11
7-7:59 PM22
8-8:59 PM411
9-9:59 PM21
10-10:59 PM1
11-11:59 PM1111
Daily Totals3353840332312
Weekly Total184

&C&F &A &RPage &P of &N

Week4

September 22-28
SMTWTFS
12-12-59 AM42
1-1:59 AM12
2-2:59 AM
3-3:59 AM
4-4:59 AM
5-5:59 AM1
6-6:59 AM1
7-7:59 AM1
8-8:59 AM43233
9-9:59 AM312221
10-10:59 AM246521
11-11:59 AM56455
12-12:59 PM24534
1-1:59 PM122261
2-2:59 PM65231
3-3:59 PM1814221
4-4:59 PM32741
5-5:59 PM71522
6-6:59 PM13331
7-7:59 PM1312
8-8:59 PM3221
9-9:59 PM11144
10-10:59 PM131
11-11:59 PM11
Daily Totals550395253246
Weekly Total229

&C&F &A &RPage &P of &N

Week5

September 29-30
SMTWTFS
12-12-59 AM
1-1:59 AM1
2-2:59 AM
3-3:59 AM
4-4:59 AM
5-5:59 AM
6-6:59 AM
7-7:59 AM2
8-8:59 AM3
9-9:59 AM3
10-10:59 AM8
11-11:59 AM5
12-12:59 PM10
1-1:59 PM4
2-2:59 PM6
3-3:59 PM3
4-4:59 PM5
5-5:59 PM8
6-6:59 PM1
7-7:59 PM21
8-8:59 PM2
9-9:59 PM3
10-10:59 PM2
11-11:59 PM
Daily Totals56400000
Weekly Total69

&C&F &A &RPage &P of &N

Week6

Dates
SMTWTFS
12-12-59 AM
1-1:59 AM
2-2:59 AM
3-3:59 AM
4-4:59 AM
5-5:59 AM
6-6:59 AM
7-7:59 AM
8-8:59 AM
9-9:59 AM
10-10:59 AM
11-11:59 AM
12-12:59 PM
1-1:59 PM
2-2:59 PM
3-3:59 PM
4-4:59 PM
5-5:59 PM
6-6:59 PM
7-7:59 PM
8-8:59 PM
9-9:59 PM
10-10:59 PM
11-11:59 PM
Daily Totals0000000
Weekly Total0

&C&F &A &RPage &P of &N

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