[bisq-network/roles] Support Team Lead (#102)

[leo816]

## Cycle 23 Report

- **Continued with the Weekly Support calls**
https://github.com/bisq-network/support/discussions/897
topics of discussion included:

1. Refund Agent’s compensation
2. Most Common ticket cases.
4. Penalties
6. Flagging users, mediator notfication
7. Some messages not received
8. Stuck in stage 1 and 2
11. Mobile app
14. Details upon accepting proposal
15. Action points regarding previous priorities.


- **Included @wallclockbuilder  as support intern**
He has been doing a great job so far.
I've received 2 other proposals to join the support team, currently evaluating and we will likely have one more support intern next cycle since one support agent has also left this cycle.

- **Constantly in conversations with @jmacxx and @huey735 on how to improve mediation**  
 https://github.com/bisq-network/bisq/pull/5207

- **Overall keeping track of the performance of the support team**
An important issue this cycle was related with a support team member deciding to leave because he felt that he spent more hours working than his compensation reflected. After just two months of work he made a proposal in his compensation request to almost x3 what other support agents were getting. It was rejected on the discussion thread after not enough evidence for such increase was given. 
After this, I added a short description on the compensation part inside the role of Support Agent on https://bisq.wiki/Support_Agent#Compensation We continue to discuss what parameters of increase should be given to these fixed rates.

- **_Merged several pull requests by huey735_** 
https://github.com/bisq-network/support/pull/885

**_Analysis of Mediation Cases_**
If I continue the mediation progression report from 3 months ago this would mean:

<details>

<summary>Click to see report</summary>

### Mediation Issues Report

_N of Issues cycle 15: **85**_
_38 Wiz
24 B Knight
23 Leo816_

- Different reasons for disputes: 
```
1) 20% Both parties agreed to cancel
2) 30% trader provided the wrong information
3) 50% User took longer to confirm/answer
```


_N of Issues cycle 16:  **111**_
 
_44 Wiz
 38 B knight
 29 Leo816_

- Different reasons for disputes: 
```
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
```


_N of Issues cycle 17:  **128**_

_52 Wiz
36 B knight
40 Leo816_

- Different reasons for disputes: 
```
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
```
**Summary**: the btc seller took longer to respond/ confirm the payment for 

_N of Issues cycle 18:  **89**_

_31 Huey735
21 B Knight
37 Leo816_

- Different reasons for disputes: 

```
1) 25% Stuck in Stage 2
2) 15% Banking issues (zelle and revolut)
3) 60% User behaviour- took longer to confirm/ answer (disagreements)
```



_N of Issues cycle 19: **184**_

 _36 Huey735
 75 B Knight
 73 Leo816
Pending report Wiz_ 

- Different reasons for disputes: 
```
1) 40% Stuck in Stage 2
2) 10% Banking issues
3) 40% User took longer to confirm/ answer
4) 10% Failed Trades
```


_N of Issues cycle 20: **160**_
 
_82 Huey735
 78 Leo816_


- Different reasons for disputes: 
```
1) 50% _BUGS_ (Stuck in Stage 2)
2) 22% Banking issues
3) 20% User took longer to confirm/ answer
4) 8% Failed Trades
```

_N of Issues cycle 21: **160**_
Missing report from Huey735
 160 Leo816

_N of Issues cycle 22: **101**_
Missing report from Huey735
 101 Leo816

- Different reasons for disputes: 
```
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
```

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. 
On cycle 22 there is a considerable increase from **78 to 101 tickets**. That means 3 new ones everyday.
Would like to also see Huey's report to compare.

Continuing last volume reference, here is a clear upward trend on the volume of trades in EUR, USD and British Poud
<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">
<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">
<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">





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