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

[leo816]

## Cycle 35 Report

This cycle has been much busier than last one. Our main focus on the latest topics have been trade penalties and making sure they are fair while some users try to take advantage of newbies. We are doing out best to not incentivize this kind of use.

- **Continued with the Weekly Support calls**
https://github.com/bisq-network/support/issues/916#issuecomment-1113233455

The main topics of discussion were:

1. Penalties
2. How to improve volume on Bisq
3. Mediation cases, difficult scenarios that we try to have consensus before making a call.
5. Upgrades from the side of mediation/arbitration, what can done to be better, what changes we should aim towards

Main points from this cycle:


- **Continued with Dev Calls**
Our aim is to improve communication within the dev team and have a better roadmap for bisq.
The main focus on last calls have been towards the work being done on Bisq 2.0
https://github.com/bisq-network/projects/issues/60#issuecomment-1113160914
- **Constantly in conversations with @jmacxx  and @pazza83  @MwithM and @w0000000t on how to improve user experience**  
Happy with the commitment and work from the team. The support team is currently the best team on bisq.

- **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. As mentioned above, no applicants this cycle. Im not actively looking for interns but this cycle might start putting it more out there. No new applicants this cycle.

**_Analysis of Mediation Cases_** 
 We have had 136 mediation cases this cycle. 

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 30: **104**_
52 Pazza
52 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

```


_N of Issues cycle 32: **117**_
55 Pazza
62 Leo816

- Different reasons for disputes: 
```
1) 22% Bank Problems
2) 30% Late Payments
3) 18% Trader not responding
4) 10% Bug
5) 10% Trade settled
6)2% Usability
7) 8% Other

```


_N of Issues cycle 33: **147**_
68 Pazza
79 Leo816

- Different reasons for disputes: 
```
1) 30% Bank Problems
2) 12% Late Payments
3) 8% Trader not responding
4) 14% Bug
5) 10% Trade settled
6)2% Usability
7) 24% Other

```

_N of Issues cycle 34: **136**_
58 Pazza
78 Leo816 (made a late summary of disputes)

- Different reasons for disputes: 
```
1) 31% Bank Problems
2) 7% Late Payments
3) 10% Trader not responding
4) 16% Bug
5) 8% Trade settled
6)2% Usability
7) 26% Other

```

_N of Issues cycle 35: **200**_
90 Pazza
110 Leo816 (made the report 6 dayes later)

- Different reasons for disputes: 
```
1) 16% Bank Problems
2) 11% Late Payments
3) 13% Trader not responding
4) 16% Bug
5) 13% Trade settled
6)1% Usability
7) 30% Other

```


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