<p></p>
<h2>Cycle 26 Report</h2>
<ul>
<li><strong>Continued with the Weekly Support calls</strong><br>
<a class="issue-link js-issue-link" data-error-text="Failed to load title" data-id="3298580" data-permission-text="Title is private" data-url="https://github.com/bisq-network/support/discussions/897" data-hovercard-type="discussion" data-hovercard-url="/bisq-network/support/discussions/897/hovercard" href="https://github.com/bisq-network/support/discussions/897">bisq-network/support#897</a><br>
topics of discussion included:</li>
</ul>
<ol>
<li>PNL to have a clear image of Bisq's numbers. Split donation addresses.</li>
<li>Most Common ticket cases.</li>
<li>Penalties.</li>
<li>Flagging users, mediator notification</li>
<li>messages not received</li>
<li>Stuck in stage 1 and 2</li>
<li>Mobile app</li>
<li>Proposal to show details upon accepting a mediation proposal</li>
</ol>
<ul>
<li>
<p>** <a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/wallclockbuilder/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/wallclockbuilder">@wallclockbuilder</a>  rejected as support agent**<br>
He stopped answering after his first intern period</p>
</li>
<li>
<p>** <a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/BtcContributor/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/BtcContributor">@BtcContributor</a>  joined as support intern**<br>
He has been working great so far, joined his first weekly support call this week and giving valuable feedback.</p>
</li>
<li>
<p>** <a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/pazza83/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/pazza83">@pazza83</a>  joined as mediator**<br>
Been working well as mediator, both <a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/huey735/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/huey735">@huey735</a> and myself have been trying to give some guidance when adopting the role</p>
</li>
<li>
<p><strong>Constantly in conversations with <a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/jmacxx/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/jmacxx">@jmacxx</a> , <a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/huey735/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/huey735">@huey735</a> , <a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/pazza83/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/pazza83">@pazza83</a> and <a class="user-mention" data-hovercard-type="user" data-hovercard-url="/users/MwithM/hovercard" data-octo-click="hovercard-link-click" data-octo-dimensions="link_type:self" href="https://github.com/MwithM">@MwithM</a>  on how to improve user experience</strong><br>
<a class="issue-link js-issue-link" data-error-text="Failed to load title" data-id="811634105" data-permission-text="Title is private" data-url="https://github.com/bisq-network/bisq/issues/5207" data-hovercard-type="pull_request" data-hovercard-url="/bisq-network/bisq/pull/5207/hovercard" href="https://github.com/bisq-network/bisq/pull/5207">bisq-network/bisq#5207</a></p>
</li>
<li>
<p><strong>Overall keeping track of the performance of the support team</strong><br>
I'm currently reviewing different candidates to join the support team, I'm not hiring any new people until we have a clear image of exactly how much we can spend each cycle and where our budget limit should be. Working on that with other team members right now.</p>
</li>
</ul>
<p><strong><em>Analysis of Mediation Cases</em></strong><br>
(Report button is unabled and Huey's report is missing so unclear what the mediation cases this cycle have been but from what I've seen I would say 100 mediation cases this cylce is a good estimate)</p>
<p>If I continue the mediation progression report from 3 months ago this would mean:</p>
<details>
<summary>Click to see report</summary>
<h3>Mediation Issues Report</h3>
<p><em>N of Issues cycle 15: <strong>85</strong></em><br>
<em>38 Wiz<br>
24 B Knight<br>
23 Leo816</em></p>
<ul>
<li>Different reasons for disputes:</li>
</ul>
<pre><code>1) 20% Both parties agreed to cancel
2) 30% trader provided the wrong information
3) 50% User took longer to confirm/answer
</code></pre>
<p><em>N of Issues cycle 16:  <strong>111</strong></em></p>
<p><em>44 Wiz<br>
38 B knight<br>
29 Leo816</em></p>
<ul>
<li>Different reasons for disputes:</li>
</ul>
<pre><code>1) 25% Both parties agreed to cancel
2) 20% trader provided the wrong information
3) 40% User took longer to confirm/answer
4) 15% buyer could not make the payment
</code></pre>
<p><em>N of Issues cycle 17:  <strong>128</strong></em></p>
<p><em>52 Wiz<br>
36 B knight<br>
40 Leo816</em></p>
<ul>
<li>Different reasons for disputes:</li>
</ul>
<pre><code>1) 20% Stuck in Stage 2
2) 25% Banking issues, buyer couldn't make the payment
3) 55% BTC seller took longer to confirm/answer
</code></pre>
<p><strong>Summary</strong>: the btc seller took longer to respond/ confirm the payment for</p>
<p><em>N of Issues cycle 18:  <strong>89</strong></em></p>
<p><em>31 Huey735<br>
21 B Knight<br>
37 Leo816</em></p>
<ul>
<li>Different reasons for disputes:</li>
</ul>
<pre><code>1) 25% Stuck in Stage 2
2) 15% Banking issues (zelle and revolut)
3) 60% User behaviour- took longer to confirm/ answer (disagreements)
</code></pre>
<p><em>N of Issues cycle 19: <strong>184</strong></em></p>
<p><em>36 Huey735<br>
75 B Knight<br>
73 Leo816<br>
Pending report Wiz</em></p>
<ul>
<li>Different reasons for disputes:</li>
</ul>
<pre><code>1) 40% Stuck in Stage 2
2) 10% Banking issues
3) 40% User took longer to confirm/ answer
4) 10% Failed Trades
</code></pre>
<p><em>N of Issues cycle 20: <strong>160</strong></em></p>
<p><em>82 Huey735<br>
78 Leo816</em></p>
<ul>
<li>Different reasons for disputes:</li>
</ul>
<pre><code>1) 50% _BUGS_ (Stuck in Stage 2)
2) 22% Banking issues
3) 20% User took longer to confirm/ answer
4) 8% Failed Trades
</code></pre>
<p><em>N of Issues cycle 21: <strong>160</strong></em><br>
Missing report from Huey735<br>
160 Leo816</p>
<p><em>N of Issues cycle 22: <strong>101</strong></em><br>
Missing report from Huey735<br>
101 Leo816</p>
<ul>
<li>Different reasons for disputes:</li>
</ul>
<pre><code>1) 35% _BUGS_ (Stuck in Stage 2, button greyed out)
2) 25% Late Payments
3) 20% Trade already settled (former user took longer to confirm/answer)
4) 8% Failed Trades
5) 6% Stuck in Multisig
6) 6% Bank problems
</code></pre>
<p>Report from cycle 21 was a late report instead of midcycle like usually, reason why the amount is significantly larger than in previous cycles. Mediation tickets seem like there are more to me but it's just because we are now just two mediators working instead of 3 or 4.<br>
On cycle 22 there is a considerable increase from <strong>78 to 101 tickets</strong>. That means 3 new ones everyday.<br>
Would like to also see Huey's report to compare.</p>
<p>Continuing last volume reference, here is a clear upward trend on the volume of trades in EUR, USD and British Poud<br>
<a target="_blank" rel="noopener noreferrer" href="https://user-images.githubusercontent.com/54798241/110248235-5ee40a80-7f70-11eb-84ed-f6ed4a1424f8.png"><img width="1590" alt="Screen Shot 2021-03-07 at 18 08 13" src="https://user-images.githubusercontent.com/54798241/110248235-5ee40a80-7f70-11eb-84ed-f6ed4a1424f8.png" style="max-width:100%;"></a><br>
<a target="_blank" rel="noopener noreferrer" href="https://user-images.githubusercontent.com/54798241/110248236-60153780-7f70-11eb-9eb9-6b4eb481604e.png"><img width="723" alt="Screen Shot 2021-03-07 at 18 08 40" src="https://user-images.githubusercontent.com/54798241/110248236-60153780-7f70-11eb-9eb9-6b4eb481604e.png" style="max-width:100%;"></a><br>
<a target="_blank" rel="noopener noreferrer" href="https://user-images.githubusercontent.com/54798241/110248237-61466480-7f70-11eb-8325-c26b7dc775fc.png"><img width="739" alt="Screen Shot 2021-03-07 at 18 08 47" src="https://user-images.githubusercontent.com/54798241/110248237-61466480-7f70-11eb-8325-c26b7dc775fc.png" style="max-width:100%;"></a></p></details>

<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/roles/issues/102#issuecomment-885491673">view it on GitHub</a>, or <a href="https://github.com/notifications/unsubscribe-auth/AJFFTNUT3UQNGPR7PNOFZW3TZETSVANCNFSM4MG4WFJA">unsubscribe</a>.<img src="https://github.com/notifications/beacon/AJFFTNVKNFDBSI5P5CHZIH3TZETSVA5CNFSM4MG4WFJKYY3PNVWWK3TUL52HS4DFVREXG43VMVBW63LNMVXHJKTDN5WW2ZLOORPWSZGOGTDYPWI.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/roles/issues/102#issuecomment-885491673",
"url": "https://github.com/bisq-network/roles/issues/102#issuecomment-885491673",
"name": "View Issue"
},
"description": "View this Issue on GitHub",
"publisher": {
"@type": "Organization",
"name": "GitHub",
"url": "https://github.com"
}
}
]</script>