Support Team Lead

[cbeams]

Docs: https://bisq.wiki/Support_Team_Lead Teams: @bisq-network/support, @bisq-network/team-leads

[leo816]

Cycle 60 Report

The number of mediation tickets this cycle has increased significantly from last cycle's. 57 closed mediation tickets on my end, and 2 open from unresponsive users, on luis3672's side he has also experienced an increase amount with 160 and +35 open which means a total 217 closed and a total of almost 400 if we estimate solomon's total tickets which should be roughly the same

The number of manual payouts has slightly increased from last cycle to a total of +40 this cycle

On average we are doing around 145 mediation tickets a month each which means closing around 5 tickets a day. This cycle is well above average although we are still missing the report from solomon which should increase that number to around double of what has been explained.

This cycle was quite busy because of the bitcoinj bug, the decrease of btc and seed nodes that led to unsuccessful SPV and DAO resyncs. Therefore the number of messages and complaints we have received has gone through the roof this past month.

We've had impersonators through all matrix channels as we did on the last cycle, usually dm'ing users privately and asking them to click on links as well as asking for users their private key. We have made an effort responding as many messages as we could to get people to avoid these scammers but there is only so much we can do. In most cases they are not even in the bisq channels using those user names, so we can't kick them out of the rooms.

• leo816 stepping down a mediator for bisq 1 after 60 cycles 60 CYCLES, which means 5 years non stop, every single day.

I'm very proud of the support team we have developed and I trust that the next mediators will do an even better job.

Thank you all, I will continue to contribute but slowly fade away for other people to take more responsibility.

• No record of the calls were taken this cycle

We've had the support weekly calls as usual getting updates from all of the support team + some growth calls discussions regarding the market day perfromance and the liquidity issue on bisq 2.

Main points from this cycle:

• Dev Calls No dev call this cycle. Coordinating roles for bisq 2.0, bugs, improvements, potential issues and market making.

• Overall keeping track of the performance of the support team Not much change from last cycle, the Support agents are working well: @darawhelan @luis3672 @suddenwhipvapor @luis3672 and @Strayorigin @MwithM The team has been handling all kinds of users and continue to be extremely helpful and respectful.

Calls have been done through matrix as usual.

Regarding support, we have experienced an increase in demand from the matrix channels and mediation tickets are very similar from last cycle's.

Analysis of Mediation Cases We have had 217 mediation cases this cycle,

If I continue the mediation progression report, it would look like this:

Click to see report

### Mediation Issues Report _N of Issues cycle 15: **85**_ _38 Wiz 24 B Knight 23 Leo816_ - Different reasons for disputes: ``` 1) 20% Both parties agreed to cancel 2) 30% trader provided the wrong information 3) 50% User took longer to confirm/answer ``` _N of Issues cycle 16: **111**_ _44 Wiz 38 B knight 29 Leo816_ - Different reasons for disputes: ``` 1) 25% Both parties agreed to cancel 2) 20% trader provided the wrong information 3) 40% User took longer to confirm/answer 4) 15% buyer could not make the payment ``` _N of Issues cycle 17: **128**_ _52 Wiz 36 B knight 40 Leo816_ - Different reasons for disputes: ``` 1) 20% Stuck in Stage 2 2) 25% Banking issues, buyer couldn't make the payment 3) 55% BTC seller took longer to confirm/answer ``` **Summary**: the btc seller took longer to respond/ confirm the payment for _N of Issues cycle 18: **89**_ _31 Huey735 21 B Knight 37 Leo816_ - Different reasons for disputes: ``` 1) 25% Stuck in Stage 2 2) 15% Banking issues (zelle and revolut) 3) 60% User behaviour- took longer to confirm/ answer (disagreements) ``` _N of Issues cycle 19: **184**_ _36 Huey735 75 B Knight 73 Leo816 Pending report Wiz_ - Different reasons for disputes: ``` 1) 40% Stuck in Stage 2 2) 10% Banking issues 3) 40% User took longer to confirm/ answer 4) 10% Failed Trades ``` _N of Issues cycle 20: **160**_ _82 Huey735 78 Leo816_ - Different reasons for disputes: ``` 1) 50% _BUGS_ (Stuck in Stage 2) 2) 22% Banking issues 3) 20% User took longer to confirm/ answer 4) 8% Failed Trades ``` _N of Issues cycle 21: **160**_ Missing report from Huey735 160 Leo816 _N of Issues cycle 22: **101**_ Missing report from Huey735 101 Leo816 - Different reasons for disputes: ``` 1) 35% _BUGS_ (Stuck in Stage 2, button greyed out) 2) 25% Late Payments 3) 20% Trade already settled (former user took longer to confirm/answer) 4) 8% Failed Trades 5) 6% Stuck in Multisig 6) 6% Bank problems ``` Report from cycle 21 was a late report instead of midcycle like usually, reason why the amount is significantly larger than in previous cycles. Mediation tickets seem like there are more to me but it's just because we are now just two mediators working instead of 3 or 4. On cycle 22 there is a considerable increase from **78 to 101 tickets**. That means 3 new ones everyday. Would like to also see Huey's report to compare. _N of Issues cycle 28: **107**_ 54 Pazza 53 Leo816 - Different reasons for disputes: ``` 1) 30% Bank Problems 2) 18% Late Payments 3) 17% Trader not responding 4) 9% Bug 5) 9% Trade settled 6)10% Usability 7) 7% Other ``` _N of Issues cycle 29: **139**_ 67 Pazza 72 Leo816 - Different reasons for disputes: ``` 1) 25% Bank Problems 2) 20% Late Payments 3) 7% Trader not responding 4) 13% Bug 5) 8% Trade settled 6)10% Usability 7) 17% Other ``` _N of Issues cycle 30: **104**_ 52 Pazza 52 Leo816 - Different reasons for disputes: ``` 1) 24% Bank Problems 2) 7% Late Payments 3) 12% Trader not responding 4) 13% Bug 5) 24% Trade settled 6)2% Usability 7) 20% Other ``` _N of Issues cycle 32: **117**_ 55 Pazza 62 Leo816 - Different reasons for disputes: ``` 1) 22% Bank Problems 2) 30% Late Payments 3) 18% Trader not responding 4) 10% Bug 5) 10% Trade settled 6)2% Usability 7) 8% Other ``` _N of Issues cycle 33: **147**_ 68 Pazza 79 Leo816 - Different reasons for disputes: ``` 1) 30% Bank Problems 2) 12% Late Payments 3) 8% Trader not responding 4) 14% Bug 5) 10% Trade settled 6)2% Usability 7) 24% Other ``` _N of Issues cycle 34: **136**_ 58 Pazza 78 Leo816 (made a late summary of disputes) - Different reasons for disputes: ``` 1) 31% Bank Problems 2) 7% Late Payments 3) 10% Trader not responding 4) 16% Bug 5) 8% Trade settled 6)2% Usability 7) 26% Other ``` _N of Issues cycle 35: **200**_ 90 Pazza 110 Leo816 (made the report 6 dayes later) - Different reasons for disputes: ``` 1) 16% Bank Problems 2) 11% Late Payments 3) 13% Trader not responding 4) 16% Bug 5) 13% Trade settled 6)1% Usability 7) 30% Other ``` _N of Issues cycle 36: **193**_ 100 Pazza 93 Leo816 - Different reasons for disputes: ``` 1) 25% Bank Problems 2) 13% Late Payments 3) 10% Trader not responding 4) 9% Bug 5) 20% Trade settled 6)1% Usability 7) 22% Other ``` _N of Issues cycle 37: **192**_ 117 Pazza 75 Leo816 - Different reasons for disputes: ``` 1) 27% Bank Problems 2) 11% Late Payments 3) 15% Trader not responding 4) 16% Bug 5) 9% Trade settled 6)1% Usability 7) 21% Other ``` ``` _N of Issues cycle 38: **201**_ 74 Pazza 75 Leo816 - Different reasons for disputes: ``` 1) 20% Bank Problems 2) 9% Late Payments 3) 18% Trader not responding 4) 14% Bug 5) 10% Trade settled 6)1% Usability 7) 27% Other ``` ``` _N of Issues cycle 39: **223**_ 121 Pazza 103 Leo816 - Different reasons for disputes: ``` 1) 10% Bank Problems 2) 15% Late Payments 3) 19% Trader not responding 4) 18% Bug 5) 16% Trade settled 6)1% Usability 7) 21% Other ``` ``` _N of Issues cycle 40: **159**_ 87 Pazza 72 Leo816 - Different reasons for disputes: ``` 1) 25% Bank Problems 2) 15% Late Payments 3) 20% Trader not responding 4) 13% Bug 5) 18% Trade settled 6)0a% Usability 7) 9% Other ``` ``` _N of Issues cycle 40: **143**_ 79 Pazza 64 Leo816 - Different reasons for disputes: ``` 1) 21% Bank Problems 2) 16% Late Payments 3) 24% Trader not responding 4) 12% Bug 5) 11% Trade settled 6)1% Usability 7) 15% Other ``` ``` _N of Issues cycle 42: **280**_ 135 Pazza 145 Leo816 - Different reasons for disputes: ``` 1) 29% Bank Problems 2) 12% Late Payments 3) 18% Trader not responding 4) 11% Bug 5) 13% Trade settled 6) 1% Usability 7) 16% Other ``` ``` _N of Issues cycle 43: **273**_ 165 Pazza 118 Leo816 - Different reasons for disputes: ``` 1) 28% Bank Problems 2) 8% Late Payments 3) 15% Trader not responding 4) 31% Bug 5) 8% Trade settled 6) 1% Usability 7) 9% Other ``` ``` _N of Issues cycle 47: **302**_ 155 Pazza 147 Leo816 - Different reasons for disputes: ``` 1) 20% Bank Problems 2) 12% Late Payments 3) 16% Trader not responding 4) 32% Bug 5) 8% Trade settled 6) 1% Usability 7) 10% Other ``` _N of Issues cycle 48: **184**_ 89 Pazza 95 Leo816 - Different reasons for disputes: ``` 1) 19% Bank Problems 2) 11% Late Payments 3) 19% Trader not responding 4) 30% Bug 5) 10% Trade settled 6) 1% Usability 7) 10% Other ``` _N of Issues cycle 49: **199**_ 97 Pazza 102 Leo816 - Different reasons for disputes: ``` 1) 22% Bank Problems 2) 8% Late Payments 3) 17% Trader not responding 4) 32% Bug 5) 11% Trade settled 6) 1% Usability 7) 9% Other ``` _N of Issues cycle 50: **222**_ 112 Pazza 110 Leo816 - Different reasons for disputes: ``` 1) 26% Bank Problems 2) 10% Late Payments 3) 14% Trader not responding 4) 30% Bug 5) 10% Trade settled 6) 0% Usability 7) 10% Other ``` _N of Issues cycle 51: **180**_ 99 Pazza 81 Leo816 - Different reasons for disputes: ``` 1) 23% Bank Problems 2) 21% Late Payments 3) 11% Trader not responding 4) 11% Bug 5) 12% Trade settled 6) 6% Usability 7) 16% Other ``` _N of Issues cycle 52: **302**_ 139 Pazza 163 Leo816 - Different reasons for disputes: ``` 1) 16% Bank Problems 2) 21% Late Payments 3) 24% Trader not responding 4) 9% Bug 5) 12% Trade settled 6) 1% Usability 7) 17% Other ``` _N of Issues cycle 53: **154**_ 116 Pazza 38 Leo816 - Different reasons for disputes: ``` 1) 26% Bank Problems 2) 14% Late Payments 3) 18% Trader not responding 4) 20% Bug 5) 10% Trade settled 6) 2% Usability 7) 10% Other ``` ``` _N of Issues cycle 54: **270**_ 117 Pazza 153 Leo816 - Different reasons for disputes: ``` 1) 22% Bank Problems 2) 18% Late Payments 3) 25% Trader not responding 4) 18% Bug 5) 15% Trade settled 6) 1% Usability 7) 7% Other ``` ``` _N of Issues cycle 55: **204**_ 94 Pazza 110 Leo816 - Different reasons for disputes: ``` 1) 25% Bank Problems 2) 15% Late Payments 3) 20% Trader not responding 4) 8% Bug 5) 13% Trade settled 6) 2% Usability 7) 17% Other ``` ``` _N of Issues cycle 56: **234**_ 114 Pazza 120 Leo816 - Different reasons for disputes: ``` 1) 20% Bank Problems 2) 15% Late Payments 3) 24% Trader not responding 4) 13% Bug 5) 13% Trade settled 6) 2% Usability 7) 13% Other ``` ``` _N of Issues cycle 57: **294**_ 144 Pazza 150 Leo816 - Different reasons for disputes: ``` 1) 15% Bank Problems 2) 15% Late Payments 3) 20% Trader not responding 4) 8% Bug 5) 15% Trade settled 6) 2% Usability 7) 15% Other ``` ``` _N of Issues cycle 58: **195**_ 110 Pazza 85 Leo816 - Different reasons for disputes: ``` 1) 20% Bank Problems 2) 18% Late Payments 3) 22% Trader not responding 4) 6% Bug 5) 20% Trade settled 6) 2% Usability 7) 12% Other ``` ``` _N of Issues cycle 59: **214**_ 106 Pazza 108 Leo816 - Different reasons for disputes: ``` 1) 14% Bank Problems 2) 33% Late Payments 3) 16% Trader not responding 4) 8% Bug 5) 18% Trade settled 6) 1% Usability 7) 10% Other ``` ``` _N of Issues cycle 60: **217**_ 160 Luis3672 57 Leo816 ? Solomon ? Pazza - Different reasons for disputes: ``` 1) 14% Bank Problems 2) 33% Late Payments 3) 16% Trader not responding 4) 8% Bug 5) 18% Trade settled 6) 1% Usability 7) 10% Other ```