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data about employee answered questions

REOPENED
Unassigned

Status

support.mozilla.org
General
P4
normal
REOPENED
3 years ago
2 years ago

People

(Reporter: atopal, Unassigned, NeedInfo)

Tracking

unspecified
2015Q1

Firefox Tracking Flags

(Not tracked)

Details

(Whiteboard: u=sumo-team c=general p=2 s=)

(Reporter)

Description

3 years ago
We need to know what percentage of questions are being answered by employees, what percentage is answered by the community and what percentage does not get an answer at all. Answer in this case means first reply.

This should be done be sent as an email to a number of people every week.
We need a lot of more details to implement this.

* When should this cronjob run?
* Who needs to get emailed? How should that be figured out? Should it be a django group?
* What should be in the email? What's the copy?
* Can it be just a plain text email?

This is at least 2pts. There is a lot of fleshing out to do.
Whiteboard: u=sumo-team c=general p= s=2014.20 → u=sumo-team c=general p=2 s=2014.20
Kadir, can you provide the answers to my questions in Comment 1?
Flags: needinfo?(a.topal)
Dropping to next sprint during planning. Kadir will provide the info needed soon.
Whiteboard: u=sumo-team c=general p=2 s=2014.20 → u=sumo-team c=general p=2 s=2014.21
pushing to next sprint
Whiteboard: u=sumo-team c=general p=2 s=2014.21 → u=sumo-team c=general p=2 s=2014.22
(Reporter)

Comment 5

3 years ago
(In reply to Ricky Rosario [:rrosario, :r1cky] from comment #1)
> We need a lot of more details to implement this.
> 
> * When should this cronjob run?
Once a day for the day before yesterday.

> * Who needs to get emailed? How should that be figured out? Should it be a
> django group?

If that's easy, yeah, we can create a metrics group and send it to that. If it's not easy, it's only for a handful people. Off the top of my head: Hermina, Ralph, Rachel, Patrick, Madalina, Kadir.

> * What should be in the email? What's the copy?

Yeah, we need more info here.

> * Can it be just a plain text email?

yes

> 
> This is at least 2pts. There is a lot of fleshing out to do.
Flags: needinfo?(rdaub)
Flags: needinfo?(hcondei)
Flags: needinfo?(a.topal)
(Reporter)

Comment 6

3 years ago
Okay, so I have an answer now. The content of the email

* Date
* Total number of questions asked the day before yesterday
* Total number of answered questions day before yesterday
* Out of those total answers, how many were answered by Ralph or Rachel (separately) (only the first answer counts)

For Firefox OS only, all languages.

The idea is that over time Rachel's, and Ralph's numbers should go down, while the percentage of replied to questions stays high.

Also, a correction of the recipients: Madalina and Hermina.
Flags: needinfo?(rdaub)
Flags: needinfo?(hcondei)
Priority: P3 → P4
Moving this to the next sprint.
Whiteboard: u=sumo-team c=general p=2 s=2014.22 → u=sumo-team c=general p=2 s=2015.1
bumping to the next sprint.
Whiteboard: u=sumo-team c=general p=2 s=2015.1 → u=sumo-team c=general p=2 s=2015.2
This isn't needed yet, it can wait another week.
Whiteboard: u=sumo-team c=general p=2 s=2015.2 → u=sumo-team c=general p=2 s=2015.3
I'll look into this one next.
Assignee: nobody → rrosario
Target Milestone: 2014Q4 → 2015Q1
This is in a pull request:
https://github.com/mozilla/kitsune/pull/2359
Status: NEW → ASSIGNED
Landed on master:
https://github.com/mozilla/kitsune/commit/d37c030622a586697e1f74c474226f54dd71d447
Deployed to prod.

This adds two new groups to manage the users being tracked and the users receiving the email. I've added the right people to these groups:

Support Forum Tracked (Rachel, Ralph)
Support Forum Metrics (Hermina, Madalina)
Status: ASSIGNED → RESOLVED
Last Resolved: 3 years ago
Resolution: --- → FIXED
(Reporter)

Comment 14

3 years ago
Thanks, Ricky, the email looks great, but we need the contributors separately, not (only) as a group.
Status: RESOLVED → REOPENED
Resolution: FIXED → ---
(In reply to Kadir Topal [:atopal] from comment #14)
> Thanks, Ricky, the email looks great, but we need the contributors
> separately, not (only) as a group.

fix for that is in a pull request:
https://github.com/mozilla/kitsune/pull/2373
Deployed to prod:
https://github.com/mozilla/kitsune/commit/43804c3d892a5c9171b7230d733237e1d7b27d22
Status: REOPENED → RESOLVED
Last Resolved: 3 years ago3 years ago
Resolution: --- → FIXED

Comment 17

3 years ago
Re-opening this as the data we're getting looks incorrect

This is how the report looks for 25 feb 2015

Number of questions asked: 219 - is this the number for all incoming questions on the forum or only for Firefox OS? For which period of time?
Number of questions answered: 170 - is this the number for all the replies across all forums or only for Firefox OS forum? For which period of time?
Number of questions answered by rjbd: 0 - This looks incorrect. Which period of time are we calculating this for?
Number of questions answered by rmcguigan: 2 - Same as above.
Status: RESOLVED → REOPENED
Resolution: FIXED → ---
Ugh. I didnt see the "For Firefox OS only, all languages." in comment 6
(In reply to madalina from comment #17)
> This is how the report looks for 25 feb 2015
> 
> Number of questions asked: 219 - is this the number for all incoming
> questions on the forum or only for Firefox OS? For which period of time?
This is for all products. 

> Number of questions answered: 170 - is this the number for all the replies
> across all forums or only for Firefox OS forum? For which period of time?
This is for all products.

> Number of questions answered by rjbd: 0 - This looks incorrect. Which period
> of time are we calculating this for?
This is for only for those questions included in the count above (the questions asked on 25 feb 2015)

> Number of questions answered by rmcguigan: 2 - Same as above.
This is for only for those questions included in the count above (the questions asked on 25 feb 2015)
Note that (In reply to madalina from comment #17)
> Number of questions answered by rjbd: 0 - This looks incorrect. Which period
> of time are we calculating this for?
> Number of questions answered by rmcguigan: 2 - Same as above.

Why do you think those numbers are incorrect?
Flags: needinfo?(mana)

Comment 21

3 years ago
They look disproportionate to the initial number of questions asked. If the total number was 219 it is highly unlikely that rmcguigan only answered 2.

From your previous comments I understand that the initial number of questions asked was actually fro all products so I assume this is what created the confusion.
Flags: needinfo?(mana)

Comment 22

3 years ago
From my tracking spreadsheet, two questions were asked on the Firefox OS forums on February 25th:

One had a first reply by me: 
https://support.mozilla.org/en-US/questions/1048756 

The other had the first reply by Rachel: 
https://support.mozilla.org/en-US/questions/1048688
(In reply to Ralph Daub [:rdaub] from comment #22)
> One had a first reply by me: 
> https://support.mozilla.org/en-US/questions/1048756 
> 
> The other had the first reply by Rachel: 
> https://support.mozilla.org/en-US/questions/1048688

So... those two questions were answered over two days after they were asked. In other words, they were probably answered after this script already ran for February 25th.
A few fixes are needed here.

* Filter to only Firefox OS questions
* Only look at the first answer for each question
* Possibly wait a little more before reporting on a day. Instead of reporting the day before yesterday, report 3-5 days ago?
Flags: needinfo?(a.topal)
At this point, I think this should be reverted and WONTFIX'd. Ralph is gone. Hermina is gone (from SUMO). Does this matter at all?
Assignee: rrosario → nobody
Whiteboard: u=sumo-team c=general p=2 s=2015.3 → u=sumo-team c=general p=2 s=
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