<p><em>/cc <a class="team-mention js-team-mention" data-error-text="Failed to load team members" data-id="3638317" data-permission-text="Team members are private" data-url="/orgs/bisq-network/teams/support-agents/members" data-hovercard-type="team" data-hovercard-url="/orgs/bisq-network/teams/support-agents/hovercard" href="https://github.com/orgs/bisq-network/teams/support-agents">@bisq-network/support-agents</a> (so everyone is aware of this work in progress)</em></p>
<h2>Delivery criteria</h2>
<ul class="contains-task-list">
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Wiki documentation of the <a href="https://bisq.wiki/Support_Agent#Case_tracking" rel="nofollow">case tracking process</a> is complete</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> All support agents understand how to track their cases and are actually doing so</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Script(s) exist that process closed support case issues and produce the simple metrics discussed in the Q1 2020 Update call (<a class="issue-link js-issue-link" data-error-text="Failed to load issue title" data-id="566140249" data-permission-text="Issue title is private" data-url="https://github.com/bisq-network/projects/issues/5" data-hovercard-type="issue" data-hovercard-url="/bisq-network/projects/issues/5/hovercard" href="https://github.com/bisq-network/projects/issues/5">#5</a>), including:
<ul>
<li>Support cases per cycle</li>
<li>Support cases per trade</li>
<li>Mean time to response</li>
<li>Mean time to resolution</li>
<li>Support cases per known issue / critical bug (this one is probably not scriptable per se, but a process can be put in place to make getting the information feasible)</li>
</ul>
</li>
</ul>
<h2>Tasks</h2>
<ul class="contains-task-list">
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox" checked=""> Decide to use bisq-network/support repo issues for tracking</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox" checked=""> Announce this decision in the support team kickoff call (#19)</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox" checked=""> Create support repo <a href="https://github.com/bisq-network/support/projects/2">Case Tracking project board</a></li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox" checked=""> Automate adding newly created issues to the Case Tracking Board (#6)</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox" checked=""> Give <code>@bisq-network/support-agents</code> Triage access to the support repo</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox" checked=""> Experiment with issue title formats and encrypting sensitive data contents with Keybase (#7)</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox" checked=""> Define metadata fields for programmatic parsing of closed support cases (<a class="issue-link js-issue-link" data-error-text="Failed to load issue title" data-id="561670985" data-permission-text="Issue title is private" data-url="https://github.com/bisq-network/support/issues/336" data-hovercard-type="pull_request" data-hovercard-url="/bisq-network/support/pull/336/hovercard" href="https://github.com/bisq-network/support/pull/336">bisq-network/support#336</a>)</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox" checked=""> Create new <code>support case</code> issue label in the support repository</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Create support case issue template containing the metadata fields mentioned above, and YAML front matter that labels issues as 'support case' (<a class="issue-link js-issue-link" data-error-text="Failed to load issue title" data-id="561670985" data-permission-text="Issue title is private" data-url="https://github.com/bisq-network/support/issues/336" data-hovercard-type="pull_request" data-hovercard-url="/bisq-network/support/pull/336/hovercard" href="https://github.com/bisq-network/support/pull/336">bisq-network/support#336</a>)</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Figure out a dead-simple way that all support agents can quickly convert their local time in keybase to UTC/zulu time to copy and paste into the date metadata fields of each new issue</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Create a short screencast showing how to follow the case tracking process (<a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/cbeams/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/cbeams">@cbeams</a>)</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Finish documenting the process for tracking support cases on the Support Agent wiki page
<ul class="contains-task-list">
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Include a link to the screencast</li>
</ul>
</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Get <a class="issue-link js-issue-link" data-error-text="Failed to load issue title" data-id="561760795" data-permission-text="Issue title is private" data-url="https://github.com/bisq-network/admin/issues/18" data-hovercard-type="issue" data-hovercard-url="/bisq-network/admin/issues/18/hovercard" href="https://github.com/bisq-network/admin/issues/18">bisq-network/admin#18</a> (wiki notifications) implemented</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Send a message to <code>@bisq-network/support-agents</code> linking to the wiki and asking everybody to read it and take action, and to please <g-emoji class="g-emoji" alias="+1" fallback-src="https://github.githubassets.com/images/icons/emoji/unicode/1f44d.png">👍</g-emoji> this message to indicate you got it and will do. Mention / link to the screencast. Ask to respond with any questions or feedback, and to make edits to the wiki as appropriate (#18 needs to be done first!). Also ask agents to #reference this issue when they create their first case tracking issue, so we can easily realize when the task immediately following below is finished.</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Leave this issue open until all current <code>@l1-support-agents</code> and <code>@intern-support-agents</code> have created at least one support case issue correctly
<ul class="contains-task-list">
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> <code>@bisq-knight</code></li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> <code>@leo816</code></li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> <code>@huey735</code></li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> <code>@mwithm</code></li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> <code>@bayernator</code></li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> <code>@wiz</code> (?)</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> <code>@m52go</code> (?)</li>
</ul>
</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Write script / application that queries the GitHub Issues API to produce the metrics listed above in delivery criteria</li>
<li class="task-list-item"><input type="checkbox" id="" disabled="" class="task-list-item-checkbox"> Make it a duty of the support team lead role to run that script and report on those metrics every cycle.</li>
</ul>

<p style="font-size:small;-webkit-text-size-adjust:none;color:#666;">—<br />You are receiving this because you are subscribed to this thread.<br />Reply to this email directly, <a href="https://github.com/bisq-network/projects/issues/5?email_source=notifications&email_token=AJFFTNSAWHGJJZOYHTGMZWDRDJEONA5CNFSM4KWM6NS2YY3PNVWWK3TUL52HS4DFUVEXG43VMWVGG33NNVSW45C7NFSM4IN6TVMQ">view it on GitHub</a>, or <a href="https://github.com/notifications/unsubscribe-auth/AJFFTNSRRM3QR3YIVR2CIRTRDJEONANCNFSM4KWM6NSQ">unsubscribe</a>.<img src="https://github.com/notifications/beacon/AJFFTNUFNJIIZE7UDUR3FEDRDJEONA5CNFSM4KWM6NS2YY3PNVWWK3TUL52HS4DFUVEXG43VMWVGG33NNVSW45C7NFSM4IN6TVMQ.gif" height="1" width="1" alt="" /></p>
<script type="application/ld+json">[
{
"@context": "http://schema.org",
"@type": "EmailMessage",
"potentialAction": {
"@type": "ViewAction",
"target": "https://github.com/bisq-network/projects/issues/5?email_source=notifications\u0026email_token=AJFFTNSAWHGJJZOYHTGMZWDRDJEONA5CNFSM4KWM6NS2YY3PNVWWK3TUL52HS4DFUVEXG43VMWVGG33NNVSW45C7NFSM4IN6TVMQ",
"url": "https://github.com/bisq-network/projects/issues/5?email_source=notifications\u0026email_token=AJFFTNSAWHGJJZOYHTGMZWDRDJEONA5CNFSM4KWM6NS2YY3PNVWWK3TUL52HS4DFUVEXG43VMWVGG33NNVSW45C7NFSM4IN6TVMQ",
"name": "View Issue"
},
"description": "View this Issue on GitHub",
"publisher": {
"@type": "Organization",
"name": "GitHub",
"url": "https://github.com"
}
}
]</script>