1,623
edits
Support/SumoDevRoadmap2009: Difference between revisions
Jump to navigation
Jump to search
no edit summary
(→Q2) |
No edit summary |
||
| Line 37: | Line 37: | ||
=Q2= | =Q2= | ||
==Screencast support (SUMO 1. | ==Screencast support (SUMO 1.1)== | ||
* '''Motivation:''' Screencasts make documentation accessible to a wider audience since it often is easier to watch a video than follow written instructions. We've had a batch of 50 screencasts ready to be used on SUMO for almost a year and it's time to start using them. | * '''Motivation:''' Screencasts make documentation accessible to a wider audience since it often is easier to watch a video than follow written instructions. We've had a batch of 50 screencasts ready to be used on SUMO for almost a year and it's time to start using them. | ||
* Implement screencast support for the Knowledge Base per [https://wiki.mozilla.org/Support/ScreencastsPRD specification] finalized in Q4 2008 | * Implement screencast support for the Knowledge Base per [https://wiki.mozilla.org/Support/ScreencastsPRD specification] finalized in Q4 2008 | ||
* [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&product=support.mozilla.com&target_milestone=1.2&chfieldto=Now&known_name=Sumo&query_based_on=Sumo&order=bugs.resolution,bugs.bug_severity,bugs.priority Bug list] | * [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&product=support.mozilla.com&target_milestone=1.2&chfieldto=Now&known_name=Sumo&query_based_on=Sumo&order=bugs.resolution,bugs.bug_severity,bugs.priority Bug list] | ||
==Automatic metrics dashboard (SUMO 1. | ==Automatic metrics dashboard (SUMO 1.2)== | ||
* '''Motivation:''' We spend an increasing amount of time every week analyzing metrics and looking at trends as a way to optimize the support program. As both the number and complexity of the queries increase, an automatic dashboard is a better one-time investment than to spend time on metrics gathering every week. | * '''Motivation:''' We spend an increasing amount of time every week analyzing metrics and looking at trends as a way to optimize the support program. As both the number and complexity of the queries increase, an automatic dashboard is a better one-time investment than to spend time on metrics gathering every week. | ||
* Implement automatic metrics dashboard combining Omniture & TikiWiki DB stats, including CSAT | * Implement automatic metrics dashboard combining Omniture & TikiWiki DB stats, including CSAT | ||
| Line 49: | Line 49: | ||
* [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&product=support.mozilla.com&target_milestone=1.3&chfieldto=Now&known_name=Sumo&query_based_on=Sumo&order=bugs.resolution,bugs.bug_severity,bugs.priority Bug list] | * [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&product=support.mozilla.com&target_milestone=1.3&chfieldto=Now&known_name=Sumo&query_based_on=Sumo&order=bugs.resolution,bugs.bug_severity,bugs.priority Bug list] | ||
==Web based Live Chat (SUMO 1. | ==Web based Live Chat (SUMO 1.3)== | ||
* '''Motivation:''' Currently, Live Chat helpers need to download a third-party software to help users. This adds complexity and reduces our chances of attracting casual helpers. Furthermore, this software is poorly integrated with the rest of SUMO, making Live Chat helpers unnecessarily disconnected from other areas of support. | * '''Motivation:''' Currently, Live Chat helpers need to download a third-party software to help users. This adds complexity and reduces our chances of attracting casual helpers. Furthermore, this software is poorly integrated with the rest of SUMO, making Live Chat helpers unnecessarily disconnected from other areas of support. | ||
* Replace Spark with a web based client that seamlessly integrates things like the backchannel #sumo and info relevant to Live Chat helpers: | * Replace Spark with a web based client that seamlessly integrates things like the backchannel #sumo and info relevant to Live Chat helpers: | ||