Support/Weekly Meetings/Agenda 2009-09-28

Sumo

• Weekly metrics
• Last week's weekly support issues

Knowledge Base

• New articles: Using Firefox with a 64-bit Operating System, Crash signature - nsEventListenerManager::Release(), Bookmarks toolbar, Crash signature - js_LockGCThingRT
• CSAT has taken another dive. I still need to assess the cause.
• Had meeting with Metrics team last week about prioritizing ideas for improving the CSAT score in Q4.
  • We need to do some A/B tests to determine the impact each solution, then we can determine which solutions are most important.
  • I need to make sure they have the raw data from the past year, so they can help determine the reasons for fluctuations in the CSAT score.

Forum

• Participation fell. Need to investigate if it's related to new forum AAQ
• [1] New forum start page (temp)

Live Chat

• Tags and issues from last week
  • Problems caused by add-ons now #2 issue
• Web client status
  • Behind schedule, but will be online to meet Q3 goal
  • Will be on production server before or shortly after this call (link)
  • Future development will focus first on integrating canned responses and SUMO search/login into the client, then on the remaining features in the PRD.

Roundtable