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

[leo816]

## Cycle 22 Report

- **Started Support Weekly calls**
The idea behind this is to improve communication between Support Agents, Mediators, Refund Agent and developers. The Support team needs to be aware all at once of the ongoing changes and report any bugs or problem that users may be facing. Since Bisq is decentralized and anonymous the communication level was very low. Hopefully this slowly helps solve this and enables us to raise issues faster. 
https://github.com/bisq-network/roles/issues/83#issuecomment-777782707

- **Included Castorj as support intern**
He has been doing a great job so far, we encourage he continues learning and helping bisq.
I've received 2 other proposals to join the support team, currently evaluating and we will likely have one more support intern next cycle.

- **Constantly in conversations with @jmacxx and @huey735 on how to improve mediation** (notifications, managing complicated cases, XMR verification, penalties, mediator action protocol, flagging users) Mention to @pazza83 who has been extremely helpful with penalty unification and giving overall feedback to improve the user experience.

- **Overall keeping track of the performance of the support team**
If a mediator can't manage the increase in number on cases and users complain there has to be a substitution as it has happened in the past. All depends on the individual and their different circumstances, we are looking for the best people who have enough time to contribute and work for bisq. 

**_Looking into the future_**
With the introduction of the API and the phone app development being not so far into the future, I have concerns of scalability when the mass adoption arrives. We need to have "on call" mediators that are inactive but that can reactivate their key as soon as mediation levels go over a certain amount. Right now this would mean @wiz and @Bisq-knight  (If they are willing) would reactivate their mediation keys as soon as mediation doubles from the current levels. Since Arbitration levels are significantly lower, there would have to be a serious increase for there to be several back up Refund Agents, but it would also be safer to have a back up refund agent in case transaction levels spike. 

**_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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