Sumo/Live Chat coverage

This page will track which people are committed to particular times in live chat, so we know when to declare official hours. If you can be available on a scheduled time, please add yourself to this page.

Official Hours

The official hours are 11am-2pm and 6pm-7pm PDT Mondays, and 10am-1pm and 6pm-7pm Tuesday-Friday. A room monitor should be on duty during all published hours. If you can help out during any of the times below, please add yourself.

If two or more experienced helpers want to open during a time not listed below, please add the time(s) and the helpers below, so that the time can be added to the official hours.

(Official hours are in bold below)

How to help

Once you've signed up, please show up on Spark at your designated time to help out. Unless it is manually closed, Live Chat will be open whenever at least one approved helper is set "Available". If Live Chat is manually closed and you need to open, send e-mail to majken (at) gmail dot com and livechat (at) zzxc dot net. Entries with a "?" are not definitive and are subject to change.

If you're new to live chat, please read Helping with Live Chat, Live Chat basic support handbook, and Installing and configuring Spark.

August 2008, Week 4

Monday, August 25

Notes:

• support.mozilla.com meeting: 10am-10:45am PDT (everyone welcome)
• 11am-2pm
  • 11am-12:30am
    • zzxc (room monitor)
  • 12:30am-2pm
    • ?
• 6pm-7pm
  • zzxc (room monitor)

Tuesday, August 26

Notes:

• 2am-3am
  • Bubo?
• sumodev meeting: 9am-9:30am PDT
• 10am-1pm
  • 10am-11:30am
    • ?
  • 11:30am-1pm
    • ?
• 6pm-7pm
  • zzxc (room monitor)

Wednesday, August 27

Notes:

• 10am-1pm
  • 10am-11:30am
    • ?
  • 11:30am-1pm
    • ?
• 6pm-7pm
  • zzxc (room monitor)

Thursday, August 28

Notes:

• 2am-3am
  • Bubo?
• 10am-1pm
  • 10am-11:30am
    • ?
  • 11:30am-1pm
    • ?
• 6pm-7pm
  • zzxc (room monitor)

Friday, August 29

Notes:

• 10am-1pm
  • 10am-11:30am
    • ?
  • 11:30am-1pm
    • ?
• 6pm-7pm
  • zzxc (room monitor)

August 2008, Week 3

Weekly Metrics

• Total number of users entering chat queues: 753
• Number of chat users served by agents: 402
• Number of users cancelling request 24
• Number of users never picked up by an agent: 327
• Percentage of users served by an agent: 53%

August 2008, Week 2

Monday, August 11

Notes: zzxc out, Cww out, Bubo in 10pm?-2pm

• 11am-2pm
  • 11am-12:30am
    • ?
  • 12:30am-2pm
    • ?
• 6pm-7pm
  • ?

Tuesday, August 12

Notes: zzxc out, Cww with stitches

• 10am-1pm
  • 10am-11:30am
    • ?
  • 11:30am-1pm
    • ?
• 6pm-7pm
  • ?

Wednesday, August 13

Notes: zzxc out

• 10am-1pm
  • 10am-11:30am
    • ?
  • 11:30am-1pm
    • ?
• 6pm-7pm
  • zzxc (room monitor)

Thursday, August 14

Notes: myles7897 out

• 10am-1pm
  • 10am-11:30am
    • ?
  • 11:30am-1pm
    • zzxc (room monitor)
• 6pm-7pm
  • zzxc (room monitor)

Friday, August 15

Notes: myles7897 out

• 10am-1pm
  • 10am-11:30am
    • ?
  • 11:30am-1pm
    • zzxc (room monitor)
    • Bubo
• 6pm-7pm
  • zzxc (room monitor)

August 2008, Week 1

Wednesday, August 6

• 10am-1pm
  • Lucy (room monitor)
  • Jammer400
• 6pm-7pm
  • zzxc (room monitor)
  • Jammer400

Thursday, August 7

• 10am-1pm
  • Lucy (room monitor)
• 6pm-7pm

Friday, August 8

• 10am-1pm
  • Lucy (room monitor)
• 6pm-7pm