Support/Weekly Meetings/Agenda 2009-07-06

Sumo

• Firefox 3.5 post-mortem
• Last week's weekly support issues
• Weekly metrics
  • Are we going to change the day a week starts for weekly metrics from Sunday to Monday?

Knowledge Base

• Goal for Q3: Get CSAT above 85%
  • Will publish plan.

Forum

• Lots of unregistered helpers this week (maybe, still figuring out query)

Live Chat

• High participation last week with the release. (44 active helpers, including 6 from Mozilla QA and 1 from Firefox team)
• We are now tracking the number of forum responses to live chat. Out of ~1100 chat sessions last week, about 55 continued to the forum.
• Top tags from the 3.5 release. (Crashes, extension compatibility, slow starting, firewall issues, and broken websites were the most common issues)

Roundtable

• T-shirts, waiting on a few e-mail addresses, then sending email