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

leo816 notifications at github.com
Mon Oct 25 12:00:48 CEST 2021


## Cycle 29 Report

- **Continued with the Weekly Support calls**
https://github.com/bisq-network/support/issues/916#issuecomment-910472694

No reports were made of the last calls but all took place. 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

Main points from this cycle:

- **@huey735 hasn't answered back**
 @huey735 has been missing for over 2 months, I hope he is fine and we would love to have him back as has been a great help for bisq.

- **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-944501972

- **@BtcContributor continued as support agent**
Has been having around 4-5 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

- **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**



**_Analysis of Mediation Cases_**
 We have had 139 mediation cases this cylce. more than 

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

```






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