Comments on: Making the Live Chat experience even better http://blog.mozilla.com/sumo/2009/05/28/making-the-live-chat-experience-even-better/ The support.mozilla.org (SUMO) project Tue, 07 Feb 2012 08:20:15 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: chat http://blog.mozilla.com/sumo/2009/05/28/making-the-live-chat-experience-even-better/comment-page-1/#comment-28331 chat Sat, 12 Sep 2009 16:59:24 +0000 http://blog.mozilla.com/sumo/?p=611#comment-28331 Looking further ahead, we are developing a web client for Live Chat that will allow community members to participate in Live Chat from anywhere with Firefox. İt is very interesting but good thanks you Looking further ahead, we are developing a web client for Live Chat that will allow community members to participate in Live Chat from anywhere with Firefox. İt is very interesting but good thanks you

]]> By: sevgi http://blog.mozilla.com/sumo/2009/05/28/making-the-live-chat-experience-even-better/comment-page-1/#comment-28325 sevgi Sat, 12 Sep 2009 12:53:35 +0000 http://blog.mozilla.com/sumo/?p=611#comment-28325 opening up chat connections with no one on the other end to help them? opening up chat connections with no one on the other end to help them?

]]> By: Mary http://blog.mozilla.com/sumo/2009/05/28/making-the-live-chat-experience-even-better/comment-page-1/#comment-23416 Mary Tue, 16 Jun 2009 01:13:55 +0000 http://blog.mozilla.com/sumo/?p=611#comment-23416 I know that there is so much problems related online chat.The person who leave the chat room you can't know about he/she is leaving the chat room or not.Many of the problems are solved but i don't think so. I know that there is so much problems related online chat.The person who leave the chat room you can’t know about he/she is leaving the chat room or not.Many of the problems are solved but i don’t think so.

]]> By: Leo McArdle (leo/leo_) http://blog.mozilla.com/sumo/2009/05/28/making-the-live-chat-experience-even-better/comment-page-1/#comment-22881 Leo McArdle (leo/leo_) Fri, 29 May 2009 09:22:37 +0000 http://blog.mozilla.com/sumo/?p=611#comment-22881 One reason that some users leave is because (some of them) are very impatient. One user I was helping needed an add-on to do what s/he wanted to do. I told the user that I was going to look for an add-on for them. Another user came out of being non responsive and so I started to help them I then got the add-on and… the user had said, “hello, hello anyone there” and s/he then left! I think what should really be pointed out to the people we’re helping is that we are volunteers, we don’t get paid, we are providing this for free and we are helping multiple users at the same time. But on that note of helping multiple users at the same time, the only reason (I think) that we don’t get flooded BIG TIME is that zzxc can take soooo many chats at once. Thanks zzxc. One reason that some users leave is because (some of them) are very impatient. One user I was helping needed an add-on to do what s/he wanted to do. I told the user that I was going to look for an add-on for them. Another user came out of being non responsive and so I started to help them I then got the add-on and… the user had said, “hello, hello anyone there” and s/he then left! I think what should really be pointed out to the people we’re helping is that we are volunteers, we don’t get paid, we are providing this for free and we are helping multiple users at the same time. But on that note of helping multiple users at the same time, the only reason (I think) that we don’t get flooded BIG TIME is that zzxc can take soooo many chats at once. Thanks zzxc.

]]> By: Matthew Middleton http://blog.mozilla.com/sumo/2009/05/28/making-the-live-chat-experience-even-better/comment-page-1/#comment-22876 Matthew Middleton Fri, 29 May 2009 05:46:32 +0000 http://blog.mozilla.com/sumo/?p=611#comment-22876 There was a bug that was fixed earlier this month (492086) that resulted in some users joining live chat but never be connected to an agent. Another disconnection bug (475219) will be fixed in the release next Tuesday. A week-by-week graph of this data is available at: https://zzxc.net/sumo/csat-may2009.png Some users end the chat early if it's taking the helper too long to respond, which seems to be the source of a lot of these responses. I looked through the chat logs for "Agent was not responding" responses in the past two months, and 52/179 seemed to have a technical issue. (The number of chats dropped for technical reasons should go down after SUMO 1.1 is pushed.) The remainder were cases where the user gave up on waiting for the agent to respond, or where the user had forgotten that the chat was open and tried to respond hours later. Some of the development going into the webchat client should help in the latter two cases. Audio notifications (with for Firefox 3.5+) will let users and helpers know when a reply is needed, and streamlined transfers will let a user take a question to the forum if live chat is taking too long. The web client PRD, linked in the blog post, has more details on ideas we're incorporating into it. There was a bug that was fixed earlier this month (492086) that resulted in some users joining live chat but never be connected to an agent. Another disconnection bug (475219) will be fixed in the release next Tuesday. A week-by-week graph of this data is available at: https://zzxc.net/sumo/csat-may2009.png

Some users end the chat early if it’s taking the helper too long to respond, which seems to be the source of a lot of these responses. I looked through the chat logs for “Agent was not responding” responses in the past two months, and 52/179 seemed to have a technical issue. (The number of chats dropped for technical reasons should go down after SUMO 1.1 is pushed.) The remainder were cases where the user gave up on waiting for the agent to respond, or where the user had forgotten that the chat was open and tried to respond hours later.

Some of the development going into the webchat client should help in the latter two cases. Audio notifications (with for Firefox 3.5+) will let users and helpers know when a reply is needed, and streamlined transfers will let a user take a question to the forum if live chat is taking too long. The web client PRD, linked in the blog post, has more details on ideas we’re incorporating into it.

]]> By: Justin Dolske http://blog.mozilla.com/sumo/2009/05/28/making-the-live-chat-experience-even-better/comment-page-1/#comment-22874 Justin Dolske Fri, 29 May 2009 04:46:32 +0000 http://blog.mozilla.com/sumo/?p=611#comment-22874 The ~1/8 wedge for "helper not responding" seems most worrysome. Is this due to a bug, or are we really opening up chat connections with no one on the other end to help them? Or does it mean something else (eg queue wait times too long)? The ~1/8 wedge for “helper not responding” seems most worrysome. Is this due to a bug, or are we really opening up chat connections with no one on the other end to help them? Or does it mean something else (eg queue wait times too long)?

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