Attendees: djst, cilias, zzxc, cww, nkoth
Sumo
- Weekly metrics
- Last week’s weekly support issues
- SFD planning
- Blogged about it
- Talked to Axel + Seth about getting the word out
- Needs leads for Asian session
- cilias to host his own session for European and American shifts
- MozCamp 2008
Knowledge Base
- Bugzilla: 1 article request [1], 1 article bug verified fixed [2]
- Text mockups for new article editor are posted in Contributors forum thread (will blog about it soon)
- Crashes article is now split up into separate articles. If you see any bad links update them.
- 253 articles without a language (Down from 278), but still a lot. If you haven’t gone through them, please do.
- Broken anchors spotted by Simone Lando, cilias to file bug
- Discussion about re-evaluating in-product help for Firefox 3.1
- How big should it be?
- Can we better organize the content in product help?
- What content should be covered in in-product help?
- Are there any other good places for help-topic links?
- Discussion in mozilla.support.planning
Support Forum
- Traffic dropping steadily. Not sure why but that’s a good thing. Potential reasons:
- No direct link to Firefox Support from mozilla.com top nav
- Less people upgrade to Firefox 3 now than some weeks before — many problems are occurring when upgrading
- Better content in the Knowledge Base — better knowledge of which issues are the most common
Live Chat
- Metrics update
- Traffic slightly up, around 75% of chats answered
- 14 new accounts last week
- Number of helpers taking at least one chat: 9
- cww to modify foxkehbox to track time
- Manually send out email to new accounts with initial info on how to get started?
- zzxc to write a template and send that out manually to new accounts for now
- Live chat issues, ranked in order of frequency. Full data and chat logs are available on the Live Chat issue guide.
- Lost bookmarks, bookmarks not saved, and bookmarks not working
- Crashes (on start, due to Flash, on downloading, on loading a PDF (bug 444930), “randomly”)
- Firefox will not start
- Blocked connections due to firewall
- Flash will not install
- Yahoo login issues
- Tech evangelism issues (Top TE issue: Back button on ebay results not working)
- Working on splitting the Live Chat issue guide into two pages, “Live Chat issue guide” and “Troubleshooting guide”.
- Outline of “Troubleshooting guide” on pastebin. Feedback?
- Feedback on the live chat documentation is wanted