[bisq-network/roles] L1 Support Agent (#64)

Mon Jan 17 12:46:04 CET 2022

### Cycle 32 [WIP]

Support activity on keybase, matrix, forum, telegram, reddit, github (limited to what I can deal with).
"Case" (C): support situation requiring 10+ minutes of assistance
"Request" (R): support situation requiring a few replies

<details>
  <summary>Details</summary>

- 2021/12/20 9am-7:30pm 9:30-11pm
  - amiable conversation about transferwise in #payment-methods; account signing explanation

- 2021/12/21 7:30-11:59pm
  - uneventful except support fo @joepublic who couldn't start Bisq on Win7x64

- 2021/12/22 0-1:20am 9am-2pm 4-7pm 8:30-10pm
  - problem on forum where seller reports trade screen bugging out blank, and payout transaction apparently released without them having confirmed:
    - https://bisq.community/t/blank-trade-screen-and-apparently-btc-auto-released-before-payment/11294
	- luckily false alarm
    - @jmacxx provided solution that was forwarded to user on keybase
  - asked mwithm to add my newly created telegram account to https://t.me/bisq_p2p, started entertaining users immediately under the Bisq account
  - participated in weekly meetup with support team
  - edited and published gist for L1 Support Agent report template : https://gist.github.com/w0000000t/81ee4fccf4c9c4647abcdc57d51d730e

- 2021/12/23 9am-7pm 8-11pm
  - general support activity on keybase and telegram 

- 2021/12/24 6-11:59pm
  - general support on keybase

- 2021/12/25 9:30-11am 6-11:30pm
  - support on keybase, telegram and forum
    - triage for user at forum with problem with Tor Bridges https://bisq.community/t/snap-ends-up-in-prepare-stage/11266/14?u=w000000t

- 2021/12/26 11am-3:30pm 9-11pm
  - keybase, telegram and forum, most discussed topic today, "how do I get first btc for deposit if I don't own btc?"

- 2021/12/27 11am-10pm 11-11:59pm
  - available on forum and keybase, testing move to matrix chats

- 2021/12/28 9:30am-3:30pm 6-6:30pm 9:30-11:59pm
  - started onboarding users from keybase to matrix; support on keybase and forum

- 2021/12/29 5-6:30pm 9-11pm
  - forum, keybase, reddit support

- 2021/12/30 9-12am 2-5pm 7-8pm 9-11pm
  - patrolling forum, keybase, telegram (banning spammers as per MwithM's lead) and reddit

- 2021/12/31 11-12:30am 3-7pm 10-11:59pm
  - patrolling keybase, forum and telegram.

- 2022/01/01 0-2am 12-2pm 5-11:59pm
  - happy new year! still working on things at PC and being available, no activity on chats (obviously)
  - first support agent to hit forum telegram and keybase in 2022!

- 2022/01/02 0-1am 11am-1pm 3-5:30pm 8:30-11pm
  - forum telegram and keybase patrolling

- 2022/01/03 9am-2pm 3-3:40pm 5:30-8pm
  - as usual telegram keybase and forum patrolling, keybase being annoying not showing notifications when someone writes something, should start offloading users to matrix

- 2022/01/04 10:20-11pm
  - patrolling keybase + forum + telegram

- 2022/01/05 8am-1pm 4-11:59pm
  - private support on keybase to user pjakma who didn't like mediation outcome for tradeID in payment reason, explained the whats and hows and whys
  - usual support on forum/keybase/telegram, today first real support on Matrix
  - attended weekly meeting (no privacy, no mic)
  - published reviewed table of penalties proposal

- 2022/01/06 9-11am 3:30-6:40pm 10-11pm
  - new low on price and I have no more fiat to stack :(
  - support on keybase, patrolling telegram and forum/reddit

- 2022/01/07 12-4pm 9-10pm
  - the usual

- 2022/01/08 9am-8pm 9:30-11:59pm
  - still the usual

- 2022/01/09 5-7pm 8-11:59pm
  - some activity on matrix, other than the usual

- 2022/01/10 9-12am 1-3:30pm 4-6pm 7-11:59pm
  - usual support channels patrolling; team effort to improve layout of penalties table with MwithM

- 2022/01/11 9-11pm
  - available on usual venues

 - 2022/01/12 3-6:20pm 8-11:59pm
   - available on support, requested to be added to testpad for 1.8.1 testing
   - attended weekly meeting
   - from today, I'm granularly counting the cases
   - 2R keybase

 - 2022/01/13 8-10am 11am-1pm 3-4pm 5-6pm 8-9pm 10-11:59pm
   - 2R telegram
   - 3R keybase
   - 1C matrix

 - 2022/01/14 9am-1pm 5-6pm 9-11pm
   - 2R telegram
   - 1R keybase
   - 1C keybase

 - 2022/01/15 7:30-8am 6-11:59pm
   - 3R keybase
   - 1C telegram
   - 1R matrix

 - 2022/01/16 9:30-12am 6-11:59pm
   - 5R telegram
   - 1R matrix

</details>

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