[bisq-network/proposals] Action Protocol for Mediators (#307)

[Conza]

> No matter how big the violation is, mediation should never remove 100% of a trader's security deposit to keep the incentive to accept it. Maybe 10% of security deposit should be always left for the losing part.

So am I right in thinking that even blatant scammers get some of their security deposit back? To me that makes little sense. 

> What does good communication look like in mediation

Excellent breakdown. Yes. Conflict resolution. As always communication is vital to the experience. But speed is as well. 

Empathy is the trait that can't be taught, and is most helpful in a CS support role.

> * Does a fixed compensation amount for mediation incentivize the wrong goal, completing as many cases as quickly as possible. Would a variable amount linked to another metric be more appropriate at linking compensation to a better mediation experience?

Did not realise this was an incentivised KPI for agents... absolutely wrong incentive structure. When judging agent actions these 3 KPI's balanced are what best comprise an overall customer experience. If you over incentivise the agent for any of these, especially when $ is involved - you will get negative/sub optimal outcomes.

Avg. first reply time = how long it takes for agent to reply to ticket/escalation
Avg. full resolution time = how long it takes for agent to resolve issue
Avg. CSAT = avg. customer satisfaction / experience 

All of those together make the foundation, the consequences of e.g. just incentivising any 'one' over the others leads to very poor results. 

> ## My experience of how communication has been in mediation in the last few months

Yeah wow. I've only ever had one mediation thing, early days - failed trade/bug. This was rather eye opening.

Is there any on-boarding material for new agents/mediators? Expectation setting? An internal guide of sorts? 

Because it needs to keep getting mentioned where-ever possible:

- #[5044](https://github.com/bisq-network/bisq/issues/5044) https://github.com/bisq-network/bisq/issues/5044
- #[5097](https://github.com/bisq-network/bisq/issues/5097) https://github.com/bisq-network/bisq/issues/5097
- #[5074](https://github.com/bisq-network/bisq/issues/5074) https://github.com/bisq-network/bisq/issues/5074

> In the last few months I must have had about 30 or so trades end in mediation for various reasons. I think for a number of reasons (problems with Tor, bug causing traders not to be able to press required buttons, Mediators leaving etc) cases have been up significantly. I am sure this has resulted in additional workload for the mediators.

Are agents actively reporting on the issues? These should be top priority for fixes from dev teams if anything can be done, to reduce amount of tickets/escalations. Logging the no. can help prioritise what to focus on as well. 



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