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

[leo816]

## Cycle 30 Report

- **Continued with the Weekly Support calls**
https://github.com/bisq-network/support/issues/916#issuecomment-972308140

The main topics of discussion were:

1. Bugs
2. Priorities list
3. Most common Mediation cases
4. Penalties.
5. Monero traders 
6. Payment methods
7. messages not received by peers
8. Upgrades from the side of mediation/arbitration

Main points from this cycle:

- **Continued with Dev Calls**
Along with @jmacxx 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-964032003

- **@BtcContributor continued as support agent**
Has been having around 6-7 cases a week, mainly focused on keybase but was encouraged to also keep an eye on the forum.
his reported suggestion as improvements to the wiki: https://shrib.com/#Bronson9V9N8R4

- **The comptroller role**
Pazza took the initiative to create the comptroller role and this was the second cycle:
https://github.com/bisq-network/roles/issues/111#issuecomment-968339246
Since automatic reporting finally was implemented, (https://bisq.network/dashboard/)  our next question is whether we still need this role or not. It seems there were some discrepancies in the results but its most likely due to the difference in taking months or cycles as starting point. I believe we should still keep it but feel free to comment this report if you think otherwise.

- **Constantly in conversations with @jmacxx  and @pazza83  on how to improve user experience**  
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.

- **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.
I had one applicant this cycle, seeing the profit bisq is making two cycles in a row, I will consider adding one more support intern if the applicant is good enough.

**_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 29: **139**_
67 Pazza
72 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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