Support/Weekly Meetings/Minutes 2008-02-18

Support » Weekly Meetings » 2008-02-18

Attendees: djst, matthew (zzxc), collin1000, chris, jason, lucy, nelson

Sumo

• Weekly metrics [1]
  • Added Live Chat answer ratio, which shows the % of answered chats
    • Looks like ratio dropped the last couple of weeks; reason for it could be an increased drop in connections. Sometimes people connect and don't write anything and then drops off.
  • Increased the top search terms from top 5 to top 10 (only counts searches on KB)
  • Discussion about how to better connect KB and Forum searches.
    • Right now it's potentially confusing that you're taken from KB search results to the Forum start page. Could be a better idea to show search results directly, while still allowing people to ask a question too. To discuss this in the newsgroup.
  • Increased traffic last week; possibly because of the Live Chat press coverage
• 0.5 milestone status (localization) [2]
  • Target date for milestone is Monday, February 25th
    • Most bugs should be fixed by Friday for people to test on staging server
    • Depending on testing needs, we might want to wait with the server push until Tuesday
  • Live push requested today to get some major bugs in [3] [4]
• 0.6 milestone status (in-product help) [5]
  • Jason started to work on [6], which we should try to complete in the 0.5 sync on Monday
  • Need to figure out how to handle top 10 support list with regards to l10n; djst to spearhead that this week
• All www.mozilla.org/support/firefox/ redirects were done on Thursday. Thanks to yoshino%mozilla-japan.org for figuring out the correct .htaccess script. Next step: find other links to on www.mozilla.org that point to support pages, and switch them. [7]

Knowledge Base

• 2 new article requests (en-US) [8][9], 2.5 new articles [10][11][12](third one isn't really a new article, but an old support bug, that was moved to sumo)
• No new contributors
• Still a lot of article comments, looking for support.
• SHOWFOR
  • Quick overview here. Still needs work, but it's a start.
  • Implemented on 17 new articles. Some articles affected by bug 413197 or bug 413192. Some are Windows specific. Dynamic content will be updated last.
  • Please help implementing this. Would rather translators translate articles after this has been implemented.

Forums

• Traffic up another 30%, now double what it was a two weeks ago.
  • Combination of 2.0.0.12 update and increased traffic site-wide.
• Contributors still doing same excellent job - very few questions go unanswered
• With increased traffic, really seeing the need for more forum features to be able to follow up better (question answered status, indication if you've posted in a thread)
  • New 0.7 milestone will focus on that
  • Many features depend on getting bug 409315 done. Looking for feedback on that.
    • djst to provide feedback tomorrow

Live Chat

• Revised hours
  • Introduced a new evening shift; removed the morning shift
  • Morning hours will be the next focus
  • Same hours every day of the work week now
• 10 new accounts this week, due to press?
  • A couple or three new approved trainees
  • Concerns raised by collin1000: people never online when they're needed, around opening time for a shift
• Meeting with live chat contributors to prioritize list of bugs for Jive Software
  • Lucy to arrange meeting time and conference info and publish it on the SUMO blog and newsgroup