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

Tue Dec 21 16:15:37 CET 2021

## Cycle 31 Report

- **Continued with the Weekly Support calls**
https://github.com/bisq-network/support/issues/916#issuecomment-989140976
(not all calls were resumed in a summary as I considered not all conversations should.)

The main topics of discussion were:

1. Bugs
2. Dispute cases resolution debate
3. Priorities list
4. Most common Mediation cases
5. Penalties.
6. Monero traders 
6. Payment methods
7. messages not received by peers (after last dev call the issue seems related with tor connection, nothing that can be done form bisq.)
8. Upgrades from the side of mediation/arbitration

Main points from this cycle:

- **Continued with Dev Calls**
Our aim is to improve communication with the dev team and have a better roadmap for bisq.
reports: https://github.com/bisq-network/projects/issues/60#issuecomment-997016890

- **@w0000000t Joined as support intern**
He was already helping on the support channel on Keybase even before becoming a support intern. He has been extremely helpful and providing great insight to users. Very active in general and has brought a lot of value just in his first cycle.
Was accepted to now become a support agent for the coming cycles.

- **Constantly in conversations with @jmacxx  and @pazza83  on how to improve user experience**  
As I mentioned last cycle, both of them are working really well with bisq, always giving feedback and available for calls to help sort out bugs or problems users might have. At the beginning of this cycle we had a weird issue with a user and @jmacxx was ready as always to have a call and sort it out.

- **Overall keeping track of the performance of the support team**
Weekly update on all members of the support team, tracking their workload and receiving applicants for support interns.

- **Applicants to join the Support Team**
I had two more applicants this cycle, I've rejected both. As of right now the calendar is fully covered and the level of knowledge of those applicants wasn't high enough. Also current support agents are not overwhelmed with work, if that changes we will reconsider adding more people to the team

[WIP] **_Analysis of Mediation Cases_** 
 We have had 104 mediation cases this cycle. (don't have all the information but this is an estimate given the info that I have from my side.

If I continue the mediation progression report, it would look like this:

<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.

_N of Issues cycle 28: **107**_
54 Pazza
53 Leo816

- Different reasons for disputes: 
```
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

```
_N of Issues cycle 29: **139**_
67 Pazza
72 Leo816

- Different reasons for disputes: 
```
1) 25% Bank Problems
2) 20% Late Payments
3) 7% Trader not responding
4) 13% Bug
5) 8% Trade settled
6)10% Usability
7) 17% Other

```

_N of Issues cycle 30: **104**_
52 Pazza
52 Leo816

- Different reasons for disputes: 
```
1) 24% Bank Problems
2) 7% Late Payments
3) 12% Trader not responding
4) 13% Bug
5) 24% Trade settled
6)2% Usability
7) 20% Other

```

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