[bisq-network/roles] Support Team Lead (#102)
leo816
notifications at github.com
Mon Feb 21 20:01:36 CET 2022
## Cycle 33 Report
Overall I'm really happy with the support team we've built. Communication is getting better, we are having less bugs and have more users. Everyone in the team is working really well and users tend to be very happy with the way they are treated and how weird situations are handled.
- **Continued with the Weekly Support calls**
https://github.com/bisq-network/support/issues/916#issuecomment-1044811012
The main topics of discussion were:
1. Bugs
2. Most common Mediation cases
3. Penalties.
4. Upgrades from the side of mediation/arbitration
Main points from this cycle:
- **Continued with Dev Calls**
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-1036613336
- **@w0000000t accepted as support agent**
He has continued to be extremely helpful and providing great insight to users. Very active in general and has brought a lot of value just in his second cycle.
He will be taking into consideration to become a mediator (if he accepts) when needed.
- **Updated the table of penalties**
@MwithM @w0000000t @pazza83 and @jmacxx all contributed in the decision making regarding penalties and judging different situations. Most common scenarios were put in the table of penalties making everything simpler for the mediator and for the users https://bisq.wiki/Table_of_penalties Other situations have to be judged by the mediator and the arbitrator upon evidence from both parties.
- **Constantly in conversations with @jmacxx and @pazza83 @MwithM and @w0000000t on how to improve user experience**
As I mentioned last cycle for pazza and james, all of them are 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.
- **Applicants to join the Support Team**
I haven't had new applicants reach out this cycle. With bisq2.0 we will have to grow our team to meet the rise in demand for support agents.
[WIP] **_Analysis of Mediation Cases_**
We have had 147 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
```
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