Docs, Help tickets (was Re: OLPC Project suggestions.)

[Kim Quirk]

The RT ticketing system was not made public since a number of people were
sending their concerns to us (by sending email to help at laptop.org); and
including personal information and order information. We decided to make it
private to protect this data.

But -- it is really important for us all to see the metrics from the RT
system to answer the kinds of questions that everyone has: How many
questions are on getting started, on wifi, on donor services (where is my
laptop?), etc.

I have attached some pictures of metrics... but it might be more informative
to put that info on a public wiki page so we can get trends over time, etc.

A few things about these stats:
1 - these stats are almost entirely from the Give One Get One donors.
2 - these don't represent all questions as there was a partner taking 99% of
the phone calls and about 5-8 times as many email questions as our RT
system.
3 - we did these stats WITH the donor services questions (where is my
laptop?) and without those questions, which represents 'tech support'
questions.

Regards,
Kim

On Tue, May 6, 2008 at 7:11 PM, Edward Cherlin <echerlin at gmail.com> wrote:

> On Tue, May 6, 2008 at 1:54 PM, C. Scott Ananian <cscott at cscott.net>
> wrote:
>
> >  Docs to go w/ builds:
> >   http://dev.laptop.org/~cscott/joyride-1477-api/<http://dev.laptop.org/%7Ecscott/joyride-1477-api/>
> >   http://dev.laptop.org/~cscott/joyride-1477-api/epydoc.py<http://dev.laptop.org/%7Ecscott/joyride-1477-api/epydoc.py>
> >   http://dev.laptop.org/~cscott/joyride-1477-api/epydoc.config<http://dev.laptop.org/%7Ecscott/joyride-1477-api/epydoc.config>
> >   http://epydoc.sourceforge.net/
> >   http://dev.laptop.org/ticket/4132
>
> I'll get started.
>
> >  "How to use your new XO" activity (adam at laptop.org)
> >   Large # of our support tickets are basic "how do I use this thing"
> issues
>
> Who manages this? Can I get in and examine tickets, or ticket
> statistics, and see what kinds of issues there are? I assume that many
> people are calling about a few items, and fewer people about the other
> issues in something like an 80-20 rule. I want to find out if there is
> any further pattern in what people have trouble with. Do we have any
> volunteers with UI testing experience?
>
> --
> Edward Cherlin
> End Poverty at a Profit by teaching children business
> http://www.EarthTreasury.org/
> "The best way to predict the future is to invent it."--Alan Kay
> _______________________________________________
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>
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