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Thread Statistics | Show CCP posts - 14 post(s) |
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GM Homonoia
Game Masters C C P Alliance
653
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Posted - 2012.06.04 10:30:00 -
[1] - Quote
In recent weeks we have seen a few forum threads come up on petition reply times; specifically about the longer waiting times then you may be used to. because we strive to be as transparent as possible we (customer support) have decided to have a 5 day experiment where we will update you on some petition statistics on a daily basis. This experiment will start today (2012.06.04) and will end Friday (2012.06.08).
Last week I provided the following numbers: Oldest petition without a reply in Billing: 2012.05.31 18:41:00 Oldest petition without a reply in Game Play: 2012.05.24 15:21:00 Oldest petition without a reply in Technical:2012.05.29 15:11:00 Number of petitions awaiting a GM answer in Billing: 130 Number of petitions awaiting a GM answer in Game Play: 1646 Number of petitions awaiting a GM answer in Technical: 177
2012.06.04 Oldest petition without a reply in Billing: 2012.06.01 17:14:00 Oldest petition without a reply in Game Play: 2012.05.24 23:18:00 Oldest petition without a reply in Technical: 2012.05.29 15:11:00 Oldest petition without a reply in German: 2012.05.30 09:57:00 Oldest petition without a reply in Russian: 2012.06.02 12:22:00 Oldest petition without a reply in Japanese: 2012.06.04 07:23:00 Number of petitions awaiting a GM answer in Billing: 393 Number of petitions awaiting a GM answer in Game Play: 2460 Number of petitions awaiting a GM answer in Technical: 265 Number of petitions awaiting a GM answer in German: 270 Number of petitions awaiting a GM answer in Russian: 250 Number of petitions awaiting a GM answer in Japanese: 2
IMPORTANT Note that these do not represent all petitions as some types of cases have to be handled using special procedures; these may take longer to be resolved. Examples of these types of cases are: hacking and account sharing, botting, RMT, ISK buying, account disputes and any escalated cases. Thus you may have an open petition that is older then the numbers provided above. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
653
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Posted - 2012.06.04 10:35:00 -
[2] - Quote
Reserving one post for future updates. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
656
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Posted - 2012.06.04 15:10:00 -
[3] - Quote
Sentient Blade wrote:It's cool - although I would personally suggest that you have someone have it converted into a table and put on the website somewhere it can be easily updated, just convert the dates to durations and you're golden.
Dept | Pending | Oldest Unanswered Billing | 393 | 4d 6h Game Play | 2460 | 8h
That is something we thought about, but for now the current format is easily accomplished without getting our web teams involved. Some raw stuff right now is better then nothing. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
657
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Posted - 2012.06.05 00:05:00 -
[4] - Quote
StudleyManiac wrote:This is pointless..... You really should be answering petitions instead of compiling worthless statistics.
These statistics take me less than 5 minutes to gather and post. This is not resulting in us answering any less petitions (and this post is made in my spare time, so this is just taking away a few minutes of me prancing around in Skyrim). Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
661
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Posted - 2012.06.06 10:45:00 -
[5] - Quote
Ammzi wrote:Please, please post the funniest/petition of the week in this thread. Of course anonymous, but I bet you guys get some really hilarious once in a while.
Sorry, we really cannot oblige here; that would simply be too sensitive and we do take your privacy seriously. However, if you want to hear about some funny stuff we sometimes encounter, here are two golden examples: - How can I pause the game? - Haw can I save my game? Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
680
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Posted - 2012.06.11 17:07:00 -
[6] - Quote
Sir13 wrote:You'll most likely be waiting weeks, as it so happens account disputes are of the lowest priority on CCP's petition scale.
Not the lowest priority (they are actually considered rather high in priority), but account disputes are by far some of the most complex and time consuming cases we deal with. Only specialized GMs (of which there aren't many) can deal with these cases and when they do the investigation is lengthy and complex. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
734
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Posted - 2012.06.14 15:50:00 -
[7] - Quote
EFF ONEF1 wrote:It would be beneficial to know how many new tickets are submitted as well.
Looking at these numbers alone I'd say not much is going on.
But perhaps the good gm only has current queue view access.
On average current creation rates fluctuate between 1100 and 1400 new petitions each day Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
794
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Posted - 2012.06.20 14:33:00 -
[8] - Quote
A small update; we are slowly getting into the green again. The total number of petitions is now at 1428.
Game Play - 902 Billing - 128 Technical - 39
The rest is spread across languages and special investigations. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
795
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Posted - 2012.06.21 11:09:00 -
[9] - Quote
Cosmos Troy wrote:GM Homonoia wrote:A small update; we are slowly getting into the green again. The total number of petitions is now at 1428.
Game Play - 902 Billing - 128 Technical - 39
The rest is spread across languages and special investigations. Sweet god! Whats the least amount you've ever had? lol
We have had the queue at zero a few times. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
815
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Posted - 2012.06.25 13:39:00 -
[10] - Quote
X1376 wrote:I have a question, if it is not secret stuff.
I noticed some games have top priority to answer as quick as possible newly open ticket and if issue persist they put it into slow queue where it hangs till its time comes. So optically for 90% of issues they get very quick response, but once it gets complicated, it can take days.
Others games just process tickets all same as they come.
What system is used in EVE?
We use both. We screen for time sensitive issues, issues from trials (as their account shuts down in mere days and thus cannot wait) and certain issues that we know we can handle in mere seconds. Those we get to quickly (usually within 15 minutes or so). Then we screen for billing issues and they are handled in a separate billing queue, which has a much higher response rate than most other queues (we are dealing with other people's real life money after all). The rest is simply sorted by specialty and our GMs will get to those whenever they can. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
817
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Posted - 2012.07.09 13:34:00 -
[11] - Quote
Saithe wrote:What are the average response times for some of these petition queues?
Statistics for 2010
These are still pretty accurate. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
819
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Posted - 2012.07.12 11:51:00 -
[12] - Quote
Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question.
Zero Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
819
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Posted - 2012.07.12 14:55:00 -
[13] - Quote
Mallak Azaria wrote:GM Homonoia wrote:Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. Zero Are you sure? I mean, really sure? Because I can prove you wrong. Edit: A better way to phrase that would be: What is the average number of petitions that timed out because the player did not respond to something along the lines of "Please wait while we make a decision"?
It should be zero, but mistakes can be made. Do note that after a GM responds a petition will automatically close within 7 days if a player does not respond. However, if the GM asks a player to wait on GM action, the petition can be flagged by us to not time out. If that happens anyway the GM in question made a mistake (GMs are human, after all), but this should be the exception. This is never done on purpose. Senior GM Homonoia | Info Group | Senior Game Master |
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GM Homonoia
Game Masters C C P Alliance
823
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Posted - 2012.07.21 19:19:00 -
[14] - Quote
Don Konstantino wrote:GM Homonoia wrote:Mallak Azaria wrote:GM Homonoia wrote:Mallak Azaria wrote:What is the average number of petitions closed because you wanted to avoid answering it completely?
Serious question. Zero Are you sure? I mean, really sure? Because I can prove you wrong. Edit: A better way to phrase that would be: What is the average number of petitions that timed out because the player did not respond to something along the lines of "Please wait while we make a decision"? It should be zero, but mistakes can be made. Do note that after a GM responds a petition will automatically close within 7 days if a player does not respond. However, if the GM asks a player to wait on GM action, the petition can be flagged by us to not time out. If that happens anyway the GM in question made a mistake (GMs are human, after all), but this should be the exception. This is never done on purpose. +1 to "Are you sure? I mean, really sure? Because I can prove you wrong." I have an open petition. It was discussed with GM and everything was fine. But when everything was clear and we agreed with reimbursement. He just disappeared. And there is no answer to my petition any more within 1 MONTH!!! OMG!!! 1 MONTH with no response and no reimbursement. Is it really what i am paying for?
You haven't filed a petition for a long time. There are definitely no open petitions nor were any closed recently regarding you or your alts. Senior GM Homonoia | Info Group | Senior Game Master |
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