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

leo816 notifications at github.com
Fri Jul 23 10:43:22 CEST 2021


## Cycle 26 Report

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

1. PNL to have a clear image of Bisq's numbers. Split donation addresses.
2. Most Common ticket cases.
4. Penalties.
6. Flagging users, mediator notification
7. messages not received
8. Stuck in stage 1 and 2
11. Mobile app
14. Proposal to show details upon accepting a mediation proposal


- ** @wallclockbuilder  rejected as support agent**
He stopped answering after his first intern period

- ** @BtcContributor  joined as support intern**
He has been working great so far, joined his first weekly support call this week and giving valuable feedback.

- ** @pazza83  joined as mediator**
Been working well as mediator, both @huey735 and myself have been trying to give some guidance when adopting the role

- **Constantly in conversations with @jmacxx , @huey735 , @pazza83 and @MwithM  on how to improve user experience**  
 https://github.com/bisq-network/bisq/pull/5207

- **Overall keeping track of the performance of the support team**
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.


**_Analysis of Mediation Cases_**
(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)

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">





-- 
You are receiving this because you are subscribed to this thread.
Reply to this email directly or view it on GitHub:
https://github.com/bisq-network/roles/issues/102#issuecomment-885491673
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bisq.network/pipermail/bisq-github/attachments/20210723/cd0514ac/attachment-0001.htm>


More information about the bisq-github mailing list