Support/Weekly Meetings/Minutes 2009-09-14

Sumo

• Weekly metrics
  • Massive increase in number of new SUMO accounts. Don't know why yet. Let's see if it's the same next week.
  • Two new graphs: en-US KB CSAT and Helpful %
    • Our Helpful % is steadily going up, but the CSAT seems to constantly hover above 85% with a few spikes here and there
  • Bounce rate of http://support.mozilla.com/en-US/kb went up 4% -- cilias to look into it (e.g. where do people go from the start page?)
• Last week's weekly support issues
  • Add column for last week's numbers and remove superfluos notes

Knowledge Base

• New articles last 2 weeks: Sorting bookmarks , Enabling and disabling cookies , Deleting cookies , Blocking cookies, Firefox crashes when working with PDF files , Crash signature - _eFOGetName, Firefox crashes due to Adware-DoubleD, Configuring McAfee Internet Security, How to find which folder a bookmark is in, plus at least 17 crash articles from the KB crash articles sprint.
• SUMO 1.3 made some notable changes to KB:
  • email notifications when your edit is rejected or approved, with text area for reviewer add review notes (or anything else like a thank you)
  • The ability to mark translations as out of date is now in the hands of the reviewer, not the editor.
  • articles are not allowed to be created with bad characters
  • translations inherit the additional category info from the en-US article
  • edit summaries are displayed when removing an 'out of date' warning
  • articles not yet in the KB can be renamed by any contributor
  • Firefox 2 content will not be ignored by SHOWFOR
• CSAT score over time
  • Our goal for this quarter was to get it up to 85% [current csat score]
• Thinking about how to get csat score higher in Q4:
  • List of items in Contributors forum thread.
  • Gather all ideas we've collected and talk to metrics team about which items would have the biggest impact
• Other things to think about:
  • What is different in Firefox 3.6, and what will need updating?
    • How much of it can we automate?
    • cilias to lead effort of keeping track of changes and articles affected by 3.6
  • What is different in Windows 7, and what will need updating for Windows 7 users?
  • Instead of having index articles like Options window, put links to other panels at the end of the article
  • Separate article from how to set the home vs how to set the start option

Forum

• No updates

Live Chat

• Participation was down last week, with only 12 active helpers. A lot of the most active helpers are back in school/college now.
• Top chat tags from last week, crashes still most common issue
• Web client status: nearly code complete for 1.4
  • Will need help testing after changes land -- will post in Contributors forum to ask for help. Cww + cilias to help as well.