{"id":4112,"date":"2024-04-30T09:15:01","date_gmt":"2024-04-30T16:15:01","guid":{"rendered":"https:\/\/blog.mozilla.org\/sumo\/?p=4112"},"modified":"2024-05-06T01:08:25","modified_gmt":"2024-05-06T08:08:25","slug":"whats-up-with-sumo-q1-2024","status":"publish","type":"post","link":"https:\/\/blog.mozilla.org\/sumo\/2024\/04\/30\/whats-up-with-sumo-q1-2024\/","title":{"rendered":"What\u2019s up with SUMO \u2014 Q1 2024"},"content":{"rendered":"<p>Hi everybody,<\/p>\n<p>It\u2019s always exciting to start a new year as it provides renewed spirit. Even more exciting because the CX team welcomed a few additional members this quarter, including Konstantina, who will be with us crafting better community experiences in SUMO. This is huge, since the SUMO community team has been under resourced for the past few years. I\u2019m personally super excited about this. There are a few things that we\u2019re working on internally, and I can\u2019t wait to share them with you all. But first thing first, let\u2019s read the recap of what happened and what we did in Q1 2024!<\/p>\n<h2>Welcome note and shout-outs<\/h2>\n<ul>\n<li aria-level=\"1\">Thanks for joining the Social and Mobile Store Support program!<\/li>\n<li aria-level=\"1\">Welcome back to Erik L and Noah. It\u2019s good to see you more often these days.<\/li>\n<li aria-level=\"1\">Shout-outs to Noah and S\u00f6ren for their observations during the 125 release so we can take prompt actions on <a href=\"https:\/\/bugzilla.mozilla.org\/show_bug.cgi?id=1892521\">bug1892521<\/a> and <a href=\"https:\/\/bugzilla.mozilla.org\/show_bug.cgi?id=1892612\">bug1892612<\/a>. Also, special thanks to Paul W for his direct involvement in the war room for the NordVPN incident.<\/li>\n<li aria-level=\"1\">Thanks to Philipp for his consistency in creating desktop thread in the contributor forum for every release. Your help is greatly appreciated!<\/li>\n<li aria-level=\"1\">Also huge thanks to everybody who is involved in the Night Mode removal issue on Firefox for iOS 124. In the end, we decided to end the experiment early, since many people raised concern about accessibility issues. This really shows the power of community and users\u2019 feedback.<\/li>\n<\/ul>\n<p>If you know someone who you\u2019d like to feature here, please contact <a href=\"https:\/\/support.mozilla.org\/user\/kelimutu\">Kiki<\/a>, and we\u2019ll make sure to add them in our next edition.<\/p>\n<h2>Community news<\/h2>\n<ul>\n<li aria-level=\"1\">As I mentioned, we started the year by onboarding <a href=\"https:\/\/blog.mozilla.org\/sumo\/2024\/01\/04\/introducing-mandy-and-donna\/\">Mandy, Donna<\/a>, and Britney. If that\u2019s not enough, we also welcomed <a href=\"https:\/\/blog.mozilla.org\/sumo\/2024\/03\/25\/introducing-konstantina\/\">Konstantina<\/a>, who moved from Marketing to the CX team in March. If you haven&#8217;t got to know them, please don\u2019t hesitate to say hi when you can.<\/li>\n<li aria-level=\"1\">AI spam has been a big issue in our forum lately, so we decided to spin up a new contributor policy around the use of AI-generated tools. Please check <a href=\"https:\/\/support.mozilla.org\/forums\/contributors\/716669?last=86840\">this thread<\/a> if you haven\u2019t!<\/li>\n<li aria-level=\"1\">We participated in FOSDEM 2024 in Brussels and it was a blast! It&#8217;s great to be able to meet face to face with many community members after a long hiatus since the pandemic. Kiki and the platform team also presented <a href=\"https:\/\/fosdem.org\/2024\/schedule\/event\/fosdem-2024-2419-17-year-journey-of-the-mozilla-support-platform-its-community\/\">a talk<\/a> in the Mozilla devroom. We also shared free cookies (not a tracking one) and talked with many Firefox fans from around the globe. All in all, it was a productive weekend, indeed.<\/li>\n<li aria-level=\"1\">We added a new capability in our KB to set restricted visibility on specific articles. This is a staff-only feature, but we believe it\u2019s important for everybody to be aware of this. If you haven\u2019t, please check out <a href=\"https:\/\/support.mozilla.org\/forums\/contributors\/716808?last=87367\">this thread<\/a> to get to know more!<\/li>\n<li aria-level=\"1\">Please be aware of Hubs sunset plan from <a href=\"https:\/\/support.mozilla.org\/forums\/contributors\/716909?last=87356\">this thread<\/a>.<\/li>\n<li aria-level=\"1\">We opened an <a href=\"https:\/\/bugzilla.mozilla.org\/show_bug.cgi?id=1885070\">AAQ for NL<\/a> in our support forum. Thanks to Tim Maks and the rest of the NL community, who&#8217;ve been very supportive of this work.<\/li>\n<li aria-level=\"1\">We\u2019ve done our usual <a href=\"https:\/\/support.mozilla.org\/forums\/contributors\/716855?last=87308\">annual contributor survey in March<\/a>. Thank you to every one of you who filled out the survey and shared great feedback!<\/li>\n<li aria-level=\"1\">We change something around how we communicate product release updates through bi-weekly scrum meetings. Please be aware of it by checking out <a href=\"https:\/\/support.mozilla.org\/forums\/contributors\/716856?last=87188\">this contributor thread<\/a>.<\/li>\n<li aria-level=\"1\">Are you contributing to our Knowledge Base? You may want to read the recent blog posts from the content team to get to know more about <a href=\"https:\/\/blog.mozilla.org\/sumo\/2024\/04\/09\/keeping-you-in-the-loop-whats-new-in-our-knowledge-base\/\">what they\u2019re up to<\/a>. In short, they\u2019re doing a lot around <a href=\"https:\/\/blog.mozilla.org\/sumo\/2024\/04\/18\/freshening-up-the-knowledge-base-for-spring-2024\/\">freshening up our knowledge base articles<\/a>.<\/li>\n<\/ul>\n<h2>Stay updated<\/h2>\n<ul>\n<li aria-level=\"1\">Join our discussions in the <a href=\"https:\/\/support.mozilla.org\/en-US\/forums\/contributors\/\">contributor forum<\/a> to see what\u2019s happening in the latest release on Desktop and mobile.<\/li>\n<li aria-level=\"1\">Watch the monthly community call if you haven\u2019t. Learn more about what\u2019s new in <a href=\"https:\/\/wiki.mozilla.org\/Support\/Weekly_Meetings\/Agenda_2024-01-17\">January<\/a>, and <a href=\"https:\/\/wiki.mozilla.org\/Support\/Weekly_Meetings\/Agenda_2024-03-13\">March<\/a> (we canceled February)! <b><i>Reminder<\/i><\/b><b>:<\/b> <i>Don\u2019t hesitate to join the call in person if you can. We try our best to provide a safe space for everyone to contribute. You\u2019re more than welcome to lurk in the call if you don\u2019t feel comfortable turning on your video or speaking up. If you feel shy to ask questions during the meeting, feel free to add your questions on the contributor forum in advance, or put them in our Matrix channel, so we can answer them during the meeting.<\/i><\/li>\n<li aria-level=\"1\">If you\u2019re an NDA\u2019ed contributor, you can watch the recording of our Firefox Pod Meeting from <a href=\"https:\/\/mzl.la\/SUMO-release-scrum\">AirMozilla<\/a> to catch up with the latest train release. You can also subscribe to the AirMozilla folder by clickling on the Subscribe button at the top right corner of the page to get notifications each time we add a new recording.<\/li>\n<li aria-level=\"1\">Consider subscribing to <a href=\"https:\/\/mzl.la\/3NZO8tI\">Firefox Daily Digest<\/a> to get daily updates (Mon-Fri) about Firefox from across the internet.<\/li>\n<li aria-level=\"1\">Check out <a href=\"https:\/\/github.com\/mozilla\/sumo-project\/projects\/1\">SUMO Engineering Board<\/a> to see what the platform team is cooking in the engine room. Also, check out <a href=\"https:\/\/github.com\/mozilla\/kitsune\/releases\">this page<\/a> to see our latest release notes<\/li>\n<\/ul>\n<h2>Community stats<\/h2>\n<h3>KB<\/h3>\n<p><b>KB pageviews<\/b><\/p>\n<table style=\"height: 114px;\" width=\"638\">\n<tbody>\n<tr>\n<td><b>Month<\/b><\/td>\n<td><b>Page views<\/b><\/td>\n<td><b>Vs previous month<\/b><\/td>\n<\/tr>\n<tr>\n<td>Jan 2024<\/td>\n<td>6,743,722<\/td>\n<td>3.20%<\/td>\n<\/tr>\n<tr>\n<td>Feb 2024<\/td>\n<td>7,052,665<\/td>\n<td>4.58%<\/td>\n<\/tr>\n<tr>\n<td>Mar 2024<\/td>\n<td>6,532,175<\/td>\n<td>-7.38%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<pre>KB pageviews number is a total of English (en-US) KB pageviews<\/pre>\n<p><b>Top 5 KB contributors in the last 90 days:\u00a0<\/b><\/p>\n<ul>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/en-US\/user\/AliceWyman\">AliceWyman<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/en-US\/user\/Mozinet\">Pierre Mozinet<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/markh2\/\">Mark Heijl<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/michro\/\">Michele Rodaro<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/erling.rosag\/\">Erling R<\/a><\/li>\n<\/ul>\n<h3>KB Localization<\/h3>\n<p><b>Top 10 locales based on total page views<\/b><\/p>\n<table style=\"height: 547px;\" width=\"1098\">\n<tbody>\n<tr>\n<td><b>Locale\/pageviews<\/b><\/td>\n<td>\n<p style=\"text-align: left;\"><b>Jan 2024<\/b><b><\/b><\/p>\n<\/td>\n<td style=\"text-align: left;\"><b>Feb 2024<br \/>\n<\/b><\/td>\n<td>\n<p style=\"text-align: left;\"><b>Mar 2024\u00a0<\/b><\/p>\n<\/td>\n<td><b>Localization progress (per Apr, 23)<\/b><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/de\/localization\">de<\/a><\/td>\n<td>2,425,154<\/td>\n<td>2,601,865<\/td>\n<td>2,315,952<\/td>\n<td>92%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/fr\/localization\">fr<\/a><\/td>\n<td>1,559,222<\/td>\n<td>1,704,271<\/td>\n<td>1,529,981<\/td>\n<td>81%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/zh-CN\/localization\">zh-CN<\/a><\/td>\n<td>1,351,729<\/td>\n<td>1,224,284<\/td>\n<td>1,306,699<\/td>\n<td>100%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/es\/localization\">es<\/a><\/td>\n<td>1,171,981<\/td>\n<td>1,353,200<\/td>\n<td>1,212,666<\/td>\n<td>25%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/ja\/localization\">ja<\/a><\/td>\n<td>1,019,806<\/td>\n<td>1,068,034<\/td>\n<td>1,051,625<\/td>\n<td>34%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/ru\/localization\">ru<\/a><\/td>\n<td>801,370<\/td>\n<td>886,163<\/td>\n<td>812,882<\/td>\n<td>100%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/pt-BR\/localization\">pt-BR<\/a><\/td>\n<td>661,612<\/td>\n<td>748,185<\/td>\n<td>714,554<\/td>\n<td>42%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/zh-TW\/localization\">zh-TW<\/a><\/td>\n<td>598,085<\/td>\n<td>623,218<\/td>\n<td>366,320<\/td>\n<td>3%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/it\/localization\">It<\/a><\/td>\n<td>533,071<\/td>\n<td>575,245<\/td>\n<td>529,887<\/td>\n<td>96%<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/support.mozilla.org\/pl\/localization\">pl<\/a><\/td>\n<td>489,532<\/td>\n<td>532,506<\/td>\n<td>454,347<\/td>\n<td>84%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<pre>Locale pageviews is an overall pageview from the given locale (KB and other pages)\r\n\r\nLocalization progress is the percentage of localized articles from all KB articles per locale<\/pre>\n<p><b>Top 5 localization contributors in the last 90 days:\u00a0<\/b><\/p>\n<ul>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/michro\/\">Michele Rodaro<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/wxie2016\/\">Wxie<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/Goudron\/\">Valery Ledovskoy<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/d.spentzos\/\">Jim Spentzos<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/markh2\/\">Mark Heijl<\/a><\/li>\n<\/ul>\n<h3>Forum Support<\/h3>\n<p><b>Forum stats<\/b><\/p>\n<table style=\"height: 133px;\" width=\"902\">\n<tbody>\n<tr>\n<td><b>Month<\/b><\/td>\n<td><b>Total questions<\/b><\/td>\n<td><b>Answer rate within 72 hrs<\/b><\/td>\n<td><b>Solved rate within 72 hrs<\/b><\/td>\n<td><b>Forum helpfulness<\/b><\/td>\n<\/tr>\n<tr>\n<td>Jan 2024<\/td>\n<td>2999<\/td>\n<td>72.6%<\/td>\n<td>10.8%<\/td>\n<td>61.3%<\/td>\n<\/tr>\n<tr>\n<td>Feb 2024<\/td>\n<td>2766<\/td>\n<td>72.4%<\/td>\n<td>9.5%<\/td>\n<td>65.6%<\/td>\n<\/tr>\n<tr>\n<td>Mar 2024<\/td>\n<td>2516<\/td>\n<td>71.5%<\/td>\n<td>10.4%<\/td>\n<td>71.6%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><b>Top 5 forum contributors in the last 90 days: <\/b><\/p>\n<ul>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/en-US\/user\/287\">Cor-el<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/en-US\/user\/davidsk\">Davidsk<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/en-US\/user\/jonzn4SUSE\/\">Jonzn4SUSE<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/MattAuSupport\/\">Matt<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/jscher2000\/\">Jscher2000<\/a><\/li>\n<\/ul>\n<h3>Social Support<\/h3>\n<table style=\"height: 99px;\" width=\"867\">\n<tbody>\n<tr>\n<td><b>Month<\/b><\/td>\n<td><b>Total replies<\/b><\/td>\n<td><b>Total interactions<\/b><\/td>\n<td><b>Respond conversion rate<\/b><\/td>\n<\/tr>\n<tr>\n<td>Jan 2024<\/td>\n<td>33<\/td>\n<td>46<\/td>\n<td>71.74%<\/td>\n<\/tr>\n<tr>\n<td>Feb 2024<\/td>\n<td>25<\/td>\n<td>65<\/td>\n<td>38.46%<\/td>\n<\/tr>\n<tr>\n<td>Mar 2024<\/td>\n<td>14<\/td>\n<td>87<\/td>\n<td>16.09%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><b>Top 5 Social Support contributors in the past 3 months:\u00a0<\/b><\/p>\n<ul>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/Mad_Maks\/\">Tim Maks\u00a0<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/Fjoerfoks\">Wim Benes<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/petergallwas\/\">Peter Gallwas<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/eyad02122\/\">Eyad Ahmed<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/sebastianbeck2209\/\">Sebastian Becker<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>Play Store Support<\/h3>\n<table style=\"height: 5px;\" width=\"886\">\n<tbody>\n<tr>\n<td><b>Month<\/b><\/td>\n<td><b>Total replies<\/b><\/td>\n<td><b>Total interactions<\/b><\/td>\n<td><b>Respond conversion rate<\/b><\/td>\n<\/tr>\n<tr>\n<td>Jan 2024<\/td>\n<td>76<\/td>\n<td>276<\/td>\n<td>27.54%<\/td>\n<\/tr>\n<tr>\n<td>Feb 2024<\/td>\n<td>49<\/td>\n<td>86<\/td>\n<td>56.98%<\/td>\n<\/tr>\n<tr>\n<td>Mar 2024<\/td>\n<td>47<\/td>\n<td>80<\/td>\n<td>58.75%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><b>Top 5 Play Store contributors in the past 3 months:<\/b><\/p>\n<ul>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/eyad02122\/\">Eyad Ahmed<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/Fjoerfoks\">Wim Benes<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/gelopl\/\">Damian Szabat<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/hellosct1\/\">Christophe Villeneuve<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/user\/Mad_Maks\/\">Tim Maks <\/a><\/li>\n<\/ul>\n<h2>Stay connected<\/h2>\n<ul>\n<li aria-level=\"1\"><a href=\"https:\/\/chat.mozilla.org\/#\/room\/#SUMO:mozilla.org\">#SUMO Matrix group<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/support.mozilla.org\/en-US\/forums\">Contributor forums<\/a><\/li>\n<li aria-level=\"1\">Twitter <a href=\"https:\/\/twitter.com\/SUMO_Mozilla\">@SUMO_mozilla<\/a> and <a href=\"https:\/\/twitter.com\/FirefoxSupport\">@FirefoxSupport<\/a><\/li>\n<li aria-level=\"1\"><a href=\"https:\/\/blog.mozilla.org\/sumo\/\">SUMO Blog<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Hi everybody, It\u2019s always exciting to start a new year as it provides renewed spirit. Even more exciting because the CX team welcomed a few additional members this quarter, including &hellip; <a class=\"go\" href=\"https:\/\/blog.mozilla.org\/sumo\/2024\/04\/30\/whats-up-with-sumo-q1-2024\/\">Read more<\/a><\/p>\n","protected":false},"author":1527,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[313],"tags":[],"_links":{"self":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/4112"}],"collection":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/users\/1527"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/comments?post=4112"}],"version-history":[{"count":0,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/4112\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/media?parent=4112"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/categories?post=4112"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/tags?post=4112"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}