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=== Support === | === Support === | ||
abbreviated report as Roland was on vacation 25 Feb, 2-3 March 2010 | |||
# changed metrics window from Monday to Sunday e.g. 22-28Feb2010 because I don't enjoy waiting until midnight on Monday nights for metrics from Tuesday to Monday to come out from GS | |||
# [http://getsatisfaction.com/mozilla_messaging/admin/topics?sort=&direction=&product=&raw_query=&user_defined_code=&style=praise&status=&emotion= (Real) Praise] in Get Satisfaction: 2 | |||
# Hot Topics: Cannot send email, [http://getsatisfaction.com/mozilla_messaging/topics/thunderbird_3_changing_imap_to_pop_for_new_accounts IMAP to POP], email migration from outlook and windows live mail to new windows 7 computer, autocomplete address book bug, compact folders - going to move this to a weekly spreadsheet like the [http://spreadsheets.google.com/ccc?key=0AvkerIJwMZvAdGE3dFZkWUJOaTh1anBSc0NmdXF3TWc&hl=en SUMO Weekly Common Topics Spreadsheet] | |||
# improving community and GS and SuMoMo: working on scripts for videos to explain community and support as well as improving SuMoMo front page as well as rebooting the MoMo Support community, email me roland AT mozillamessaging.com with feedback and ideas | |||
# [http://support.mozillamessaging.com/en-US/kb/ SuMoMo] - need to create project plan for SuMoMo 1.1 based on SuMo 1.5.x which will include upgrade to SuMo 1.5, comment viewing for anonymous | |||
## Analytics from last week - 106K (104K last week) visits, USA #1 (23K, previous 23K), Germany #2 (21K, previous 22K), Japan #3 (10K, 10K), FR, UK, IT, CA, NL, AU | |||
## Looking for [https://support.mozillamessaging.com/en-US/kb/Creating+articles Contributors] to write [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&short_desc_type=allwordssubstr&short_desc=&product=support.mozillamessaging.com&component=Knowledge+Base+Articles&long_desc_type=substring&long_desc=&bug_file_loc_type=allwordssubstr&bug_file_loc=&status_whiteboard_type=allwordssubstr&status_whiteboard=&keywords_type=allwords&keywords=&bug_status=UNCONFIRMED&bug_status=NEW&bug_status=REOPENED&resolution=---&emailassigned_to1=1&emailtype1=exact&email1=nobody%40mozilla.org&emailassigned_to2=1&emailreporter2=1&emailqa_contact2=1&emailtype2=exact&email2=&bugidtype=include&bug_id=&votes=&chfieldfrom=&chfieldto=Now&chfieldvalue=&cmdtype=doit&order=Reuse+same+sort+as+last+time&field0-0-0=noop&type0-0-0=noop&value0-0-0= articles] in English (and German!) and any other languages | |||
### first concentrating on French (NEW and did some testing!), German & Spanish communities who have expressed interest; will reach out to more l10n communities once we have more experience with the first few | |||
# [http://getsatisfaction.com/mozilla_messaging/tags/review Issues to be reviewed at the next GS Triage meeting scheduled for March 8, 2010] - Please tag topics "review" if you think they need to be reviewed because they cause customer pain especially any TB2-3 problems and any problems in 3.0.2 when released | |||
# GS Key Support stats from the following graphic: | |||
## approximately 98/ day (690/7 higher than previous), # of visitors 20,000ish on graph seems to be right but numerical stats are wrong) | |||
## relative happiness (177-40)/887 (40 from Roland) = 154%, relative sadness = 589/887 = 66% | |||
## total new topics:690 (higher) total replies:955 from employees and champions: 171 lower than normal (NonMoMo:55 FROM Michael Pasek (thanks!), 64 from Chris Ramsden aka Xenos (thanks!), 4 from Aureliano Buendia (thanks!), 37 from DavRo (thanks!),21 from from Kent (Thanks!), 8 from tanstaafl (thanks!), 45 from Wayne Mery (thanks!) MoMo: 40 from Roland, 4 from David Bienvenu (thanks), 18 from Mark Banner (thanks)([http://gist.github.com/196464 Ruby Code]) | |||
### date:20100222 #new support topics:79 resolved:15 | |||
### date:20100223 #new support topics:101 resolved:16 | |||
### date:20100224 #new support topics:86 resolved:15 | |||
### date:20100225 #new support topics:87 resolved:15 | |||
### date:20100226 #new support topics:101 resolved:13 | |||
### date:20100227 #new support topics:57 resolved:15 | |||
### date:20100228 #new support topics:72 resolved:2 | |||
=== Lightning Updates === | === Lightning Updates === | ||