Thunderbird/Support/KitsuneForumReportingPRD

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This wiki page is just a draft and just a vaporware spec :-) ! No commitments from any team or anybody to develop this and no schedule. Just something that will be used for discussion and then if it does make it to something that will be implemented, look for a tracker bug in Bugzilla.

Kitsune Forum Reporting PRD

Objective

Design a solution to allow ad-hoc reporting in near real-time to see what's new, notable, interesting and hot in the Kitsune Support Forums:

Without reading every new support thread and reply, for support folks it would be very helpful to know at the beginning e.g. 9a.m. Pacific and end (4p.m. Pacific, which is the end of the day UTC for most months of the year) of every day (all times based on UTC):

(in rough decreasing order of priority and the time period is from 00:00 UTC to whenever the report is requested)

• Which threads have the most traffic i.e. the most read?
• How many threads were created?
• Which threads are "hot"? "hot" means most activities (e.g. most replies + most "I have this problem, too!")
• Which threads were marked solved?
• Which contributors had the most replies and the most threads marked solved?
• Which non contributors had the most replies? (in order to find new contributors who should be welcomed and recognized)
• Which email providers e.g.gmail, hotmail were mentioned the most?
• Which threads should I reply to? i.e. what are the unsolved threads that I have replied to that have new replies today?
• Which tags were used the most today? What are the new tags for today?
• Which Internet service providers were mentioned the most e.g. Verizon ?
• Which anti-virus programs were mentioned the most?

Possible Solutions

(not in any order)

• real-time dashboard that shows the above reports for the current day
• easily programmable REST API like Get Satisfaction's API that would allow support folks to write simple scripts to generate the reports
• email to support staff with above reports at 9a.m. Pacific and 4p.m. Pacific for the current date in GMT

Prior Art

• Roland has developed an experimental system using Ruby, MongoDB and the Get Satisfaction API to do this. See: https://github.com/rtanglao/momogs/blob/master/emailDailyMetrics.rb which uses the Get Satisfaction API to do some of the above objectives for a given time period
• Get Satisfaction JSON REST API
• Get Satisfaction Web Hooks API beta
• User Voice API