<p></p>
<h2>Cycle 28 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="864107975" data-permission-text="Title is private" data-url="https://github.com/bisq-network/support/issues/916" data-hovercard-type="issue" data-hovercard-url="/bisq-network/support/issues/916/hovercard?comment_id=910472694&comment_type=issue_comment" href="https://github.com/bisq-network/support/issues/916#issuecomment-910472694">bisq-network/support#916 (comment)</a><br>
topics of discussion included:</li>
</ul>
<ol>
<li>Mobile App</li>
<li>Priorities list</li>
<li>Most common Mediation cases</li>
<li>Penalties.</li>
<li>Monero traders to activate the auto-confirm on their settings</li>
<li>add more payment methods</li>
<li>messages not received</li>
<li>Stuck in stage 1 and 2</li>
</ol>
<ul>
<li>
<p><strong><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> stepping down as mediator</strong></p>
</li>
<li>
<p><strong>Began Dev Calls</strong><br>
Along 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> our aim is to improve communication with the dev team and have a better roadmap for bisq.</p>
</li>
<li>
<p><strong><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 agent</strong><br>
He has been working great so far, joined his first weekly support call this week and giving valuable feedback.</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></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. This has improved with some draft PNL that have been made in these previous cycles Working on that with other team members right now.</p>
</li>
</ul>
<p><strong><em>Analysis of Mediation Cases</em></strong><br>
We have had 107 mediation cases this cylce.</p>
<p>If I continue the mediation progression report, it would look like this:</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><em>N of Issues cycle 28: <strong>107</strong></em><br>
54 Pazza<br>
53 Leo816</p>
<ul>
<li>Different reasons for disputes:</li>
</ul>
<pre><code>1) 30% Bank Problems
2) 18% Late Payments
3) 17% Trader not responding
4) 9% Bug
5) 9% Trade settled
6)10% Usability
7) 7% Other

</code></pre>
<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>

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