Sumo
- Weekly metrics
- cilias will work with metrics team to figure out why our bounce rate is increasing
- Last week’s weekly support issues
- Fewer repeated issues
- Dramatic increase in searches related to “cookies”
- cww to work with metrics to figure out what we can tell about the people who search for “cookies”, e.g. OS, browser, country, etc.
Knowledge Base
- New articles: Using Firefox with a 64-bit Operating System, Crash signature – nsEventListenerManager::Release(), Bookmarks toolbar, Crash signature – js_LockGCThingRT
- CSAT has taken another dive. I still need to assess the cause.
- Had meeting with Metrics team last week about prioritizing ideas for improving the CSAT score in Q4.
- We need to do some A/B tests to determine the impact each solution, then we can determine which solutions are most important.
- cilias needs to make sure they have the raw data from the past year, so they can help determine the reasons for fluctuations in the CSAT score.
- Will try to figure out why the CSAT is dropping in non-en-US locales (which locales are causing it?)
Forum
- Participation fell. Need to investigate if it’s related to new forum AAQ
- [1] New forum start page (temp)
- Cww to post in Contributor forum once it’s back up and ask for feedback
Live Chat
- Tags and issues from last week
- Problems caused by add-ons now #2 issue
- Web client status
- Behind schedule, but will be online to meet Q3 goal
- As soon as it’s up on prod, will announce
- Will be on production server before or shortly after this call (link)
- Future development will focus first on integrating canned responses and SUMO search/login into the client, then on the remaining features in the PRD.
- Behind schedule, but will be online to meet Q3 goal