Greetings,
The snapshot summary and numbers for statistics of emails sent to Volunteer Response Team for the year 2012 have been posted to Meta[1]. The Volunteer Response Team, also known as OTRS, processes email inquiries, requests, and comments about Wikimedia projects[2]. The data was derived from the OTRS statistics module by Cbrown1023.
This is the first of further future documentation of traffic received to the general OTRS queues. In the report you will find data breakdowns for OTRS admin logged action, all info queues, breakdowns of info queues with subqueues, sister projects, and other maintenance details. Since the report contains a large number of datasets, I am not including the text here. If you need, I'll happily provide it by email.
1. https://meta.wikimedia.org/wiki/OTRS/Reports/2012 2. https://meta.wikimedia.org/wiki/OTRS
For the team,
Keegan Peterzell wrote:
Nice. Thanks for putting this together. :-)
MZMcBride
On Tue, Jan 22, 2013 at 1:51 AM, MZMcBride z@mzmcbride.com wrote:
Keegan Peterzell wrote:
Nice. Thanks for putting this together. :-)
MZMcBride
+1, thanks, this is a great report! It's very cool to see these numbers. Answering 50K emails, many of which are complex and delicate, is a pretty massive undertaking -- as ever I am super impressed with the diligence of our OTRS'ers!
-- phoebe
Do the response times get published?
On 23 January 2013 01:28, phoebe ayers phoebe.wiki@gmail.com wrote:
On Tue, Jan 22, 2013 at 1:51 AM, MZMcBride z@mzmcbride.com wrote:
Keegan Peterzell wrote:
Nice. Thanks for putting this together. :-)
MZMcBride
+1, thanks, this is a great report! It's very cool to see these numbers. Answering 50K emails, many of which are complex and delicate, is a pretty massive undertaking -- as ever I am super impressed with the diligence of our OTRS'ers!
-- phoebe
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On Wed, Jan 23, 2013 at 4:23 AM, Jon Davies jon.davies@wikimedia.org.ukwrote:
Do the response times get published?
Jon,
Not in the current batch of stats. In the coming weeks, we're going to be working on more detailed reports on specific queues. Response time information (and more!) will be included in that.
Bear in mind that this year's figures will be skewed by the absolutely enormous SOPA response - I don't have the final numbers to hand, but I know that at one point that morning OTRS was fielding an email every minute or two about it. It's not clear from the report if these are seperated out or if they're included in the overall info-en unsorted total.
- Andrew.
On Wednesday, 23 January 2013, phoebe ayers wrote:
On Tue, Jan 22, 2013 at 1:51 AM, MZMcBride z@mzmcbride.com wrote:
Keegan Peterzell wrote:
Nice. Thanks for putting this together. :-)
MZMcBride
+1, thanks, this is a great report! It's very cool to see these numbers. Answering 50K emails, many of which are complex and delicate, is a pretty massive undertaking -- as ever I am super impressed with the diligence of our OTRS'ers!
-- phoebe
Wikimedia-l mailing list Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l
On Tue, 22 Jan 2013 00:30:13 -0600, Keegan Peterzell wrote:
Greetings,
... This is the first of further future documentation of traffic received to the general OTRS queues. In the report you will find data breakdowns for OTRS admin logged action, all info queues, breakdowns of info queues with subqueues, sister projects, and other maintenance details. Since the report contains a large number of datasets, I am not including the text here. If you need, I'll happily provide it by email.
For the team,
This is great, thanks. What is the choice of languages for which breakdowns are provided determined by? I see that some languages with high traffic were not given. Is it that for some languages OTRS users were willing to cooperate, and for others they were not prepared to?
Cheers Yaroslav
On Wed, Jan 23, 2013 at 8:21 AM, Yaroslav M. Blanter putevod@mccme.ruwrote:
On Tue, 22 Jan 2013 00:30:13 -0600, Keegan Peterzell wrote:
Greetings,
... This is the first of further future documentation of traffic received to the general OTRS queues. In the report you will find data breakdowns for OTRS admin logged action, all info queues, breakdowns of info queues with subqueues, sister projects, and other maintenance details. Since the report contains a large number of datasets, I am not including the text here. If you need, I'll happily provide it by email.
- https://meta.wikimedia.org/**wiki/OTRS/Reports/2012https://meta.wikimedia.org/wiki/OTRS/Reports/2012
- https://meta.wikimedia.org/**wiki/OTRShttps://meta.wikimedia.org/wiki/OTRS
For the team,
This is great, thanks. What is the choice of languages for which breakdowns are provided determined by? I see that some languages with high traffic were not given. Is it that for some languages OTRS users were willing to cooperate, and for others they were not prepared to?
Cheers Yaroslav
All info queues and permissions queues were included in this report. If a language is not listed, it is because there is no queue for that particular language - do you have any specific ones in mind?
For languages without their own queue, the main "info" and "permissions" queues handle them. Hope this helps.
On Wed, 23 Jan 2013 08:56:58 -0500, Rjd0060 wrote:
On Wed, Jan 23, 2013 at 8:21 AM, Yaroslav M. Blanter putevod@mccme.ruwrote:
All info queues and permissions queues were included in this report. If a language is not listed, it is because there is no queue for that particular language - do you have any specific ones in mind?
For languages without their own queue, the main "info" and "permissions" queues handle them. Hope this helps.
Thanks for your response. I actually meant not the list of queues, but the list of queues for which breakdowns are available - they only exist in four of five languages for the general queues. Why are other languages not available?
Cheers Yaroslav
On Wed, Jan 23, 2013 at 8:59 AM, Yaroslav M. Blanter putevod@mccme.ruwrote:
Thanks for your response. I actually meant not the list of queues, but the list of queues for which breakdowns are available - they only exist in four of five languages for the general queues. Why are other languages not available?
Cheers Yaroslav
Ah, apologies. This is because the other languages do not have "subqueues". All tickets for the other languages are not sorted, and all are handled in the languages' main info-** queue.
On Wed, 23 Jan 2013 09:12:17 -0500, Rjd0060 wrote:
On Wed, Jan 23, 2013 at 8:59 AM, Yaroslav M. Blanter putevod@mccme.ruwrote:
Thanks for your response. I actually meant not the list of queues, but the list of queues for which breakdowns are available - they only exist in four of five languages for the general queues. Why are other languages not available?
Cheers Yaroslav
Ah, apologies. This is because the other languages do not have "subqueues". All tickets for the other languages are not sorted, and all are handled in the languages' main info-** queue.
Oh, I see. Thanks.
Cheers Yaroslav
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