Support/Weekly Meetings/Minutes 2008-08-25

Attendees: djst, cilias, lucy, mzz, jammer400, danielkasuga, ricmacas, zzxc, nkoth, aowie1, bubo

Sumo

Late Firefox 3 launch postmortem
Gathering/reporting top issues
- cilias to check with alice wyman if she's interested in monitoring stats in the forum
Weekly metrics
2.0.0.16->3.0.1 Major Update to be released tonight
- Suggesting we post in the contributor's forum when we know an issue, even if you don't know the solution to the problem. Then others can step in and fill in the blanks later on. The important thing is that everyone is aware of the frequent/important issues that are being reported by users.
- What issues can we expect? Known issues?
  - Bookmarks reverting
  - Security software blocking
  - RRRT has a list of stuff [1]
Bugzilla product renamed. New name: support.mozilla.com

Knowledge Base

Bugzilla: 0 article requests, 5 bug articles fixed [2].
- Malware article is up [3]
Changes in article theme (no longer a big search box above article)
Plugin pages were renamed, and redirects applied to old names.
Text for "Thank you" page, after saving an edit is drafted. Feedback wanted [4].
- Agreed that we'll make it a content block so we can tweak wording after it's checked in

Forums

Sadly, Jason (np) won't have as much time to devote to SUMO as he had before because of his full-time job
Filter search results by answered status should be part of 0.7 if we can make it

Live Chat

Hours/schedule this week
Over 400 chat sessions last week!
Bunch of new Live Chat helpers signing up last week.
- Max Chat Per Helper set to 3
We can now see the position a user has in the queue -- Easier for people to help, focusing on the people that have waited the longest
Introduced "Advanced queue." See blog post for more info
Interested in a 2 AM PDT shift
JW chat should be ready this week

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