EVE Search - New Dev blog by GM Nova about improvements in Customer Support

All Channels

EVE Information Portal

New Dev blog by GM Nova about improvements in Customer Support

» Click here to find additional results for this topic using Google

Monitor this thread via RSS [?]

Pages: [1] 2 :: one page
Author	Thread Statistics \| Show CCP posts - 4 post(s)

CCP Wrangler	Posted - 2008.09.30 18:02:00 - [1] Since Empyrean Age, and throughout the following releases, our Customer Support team has implemented a lot of internal improvements to serve our players better than ever before. GM Nova tells us all about this and the impact StacklessIO had in the newest blog: Such stuff as dreams are made on Wrangler Community Manager CCP Hf, EVE Online Email


CCP Wrangler	Posted - 2008.09.30 18:04:00 - [2] We're working on fixing the formatting of the blog, it looked a lot better in our blog editing tool... Wrangler Community Manager CCP Hf, EVE Online Email


Chribba Otherworld Enterprises Otherworld Empire	Posted - 2008.09.30 18:11:00 - [3] I for one think the Customer Support is doing an amazing job and wish them all the best and keep up the great work, you are very much needed regardless of any whine threads about petition taking time to be answered! Secure 3rd party service ■ Veldspar

Kappas. Galaxy Punks Axiom Empire	Posted - 2008.09.30 18:20:00 - [4] Originally by: CCP Wrangler We're working on fixing the formatting of the blog, it looked a lot better in our blog editing tool... We understands __________________
Chelsea Chips	Posted - 2008.09.30 18:20:00 - [5] Somthing rather dodgy about your graphs. I.E the last graph has the 15/16 of september taken out and put at the begining. Hax i say, Hax!
Tammarr	Posted - 2008.09.30 18:32:00 - [6] Nice to heat CS is doing well but......fleet formations???
LaVista Vista Conservative Shenanigans Party	Posted - 2008.09.30 18:40:00 - [7] Impressive graphs. But once again you feed us with an average response time which we do not see any proof for. As I pointed out last time, you need to show the cumulative frequency graph for this to actually be worth anything. I have had petitions that went as far as week before it was responded to. All harassment and stuck petition are of course handled inside minutes, driving your average WAY down. This makes your data useless.
Maren Maen	Posted - 2008.09.30 18:55:00 - [8] Awesome.. So now that you're doing so well on the front end CS side, now you can lay off some support ppl and reallocate resources to needier areas right?

GM Nova	Posted - 2008.09.30 19:01:00 - [9] Originally by: Chelsea Chips Somthing rather dodgy about your graphs. I.E the last graph has the 15/16 of september taken out and put at the begining. Hax i say, Hax! Fixed and thank you for spotting it. GM Nova Senior Game Master EVE Online Customer Support

Batolemaeus Caldari Athanasius Inc.	Posted - 2008.09.30 19:12:00 - [10] Quote: fleet formations Interesting. Other than that, nice to see you guys still know how to do it. I approve. Still, you are in debt for at least one more devblog about game design. ---------------------------------------------- Originally by: CCP Prism X In New Eden, EVE wins you.
Rahvin Damodred Tenth Legion Holdings Tenth Legion	Posted - 2008.09.30 19:30:00 - [11] Does this mean you finally have time to look at the Alliance Logo Submissions again ? "Pia Fidelis - Faithfull and Loyal"
PC5 Pink Bunnies C0VEN	Posted - 2008.09.30 19:40:00 - [12] Edited by: PC5 on 30/09/2008 19:40:56 If i see corectly you have avarge 1000 petitions per day? Some more data would be lovely - like how many of them are ship reimburstments? ;) I would say 90%. With 1000 petitions per day its like 1 petiton every 86,4 sec. If you have 10 ppl asigned to patitions then after 8h of work one employer have to go 41-42 petitions in his/hers work time. Many of them of course would be automatet message as response to client but still it gives solid 30 petitions a day with those numbers. And other thing - if im reading right this graph it looks like you ALWAYS have petitions in queue. Theres no point on graph where queue=0. Mybe im wrong.
Serenity Steele Dynamic Data Distribution Ministry of Information	Posted - 2008.09.30 20:18:00 - [13] 22nd August looks like a good date, it's all pushing up-hill from there. 1k petitions a day (or approx one every 1.4 minutes) is scarey; How many of those petitions are ones raised in the previous 24hrs, and how many are long-term ones? ≡v≡ Strategic Maps in Eve-Online Store \| eve-maps.com

GM Nova	Posted - 2008.09.30 20:24:00 - [14] Originally by: LaVista Vista Impressive graphs. But once again you feed us with an average response time which we do not see any proof for. As I pointed out last time, you need to show the cumulative frequency graph for this to actually be worth anything. I have had petitions that went as far as week before it was responded to. All harassment and stuck petition are of course handled inside minutes, driving your average WAY down. This makes your data useless. Thank you. The graphs represent hard numbers and not an average. It's just number of petitions coming in and the total number of petitions in queue. GM Nova Senior Game Master EVE Online Customer Support

Manfred Rickenbocker The Elliance Delta.Green	Posted - 2008.09.30 22:10:00 - [15] Wow, extremely impressive. Pretty much flat-line on the petition standpoint for the new expansions. It would be interesting to see the makeup of the petitions however. As a general point, people might switch from complaining about player interaction or somesuch and switch to bug reports which would keep it trending flat. ------------------------ Peace through superior firepower: a guiding principle for uncertain times.
Vaal Erit Science and Trade Institute	Posted - 2008.09.30 23:09:00 - [16] I'm not sure comparing Trinity to EA is a good measure of how successful the petition team has been doing. Trinity had a new client and new graphics which of course had a lot of bugs and the boot.ini fiasco as well as jump clones deleting implants and tons of other bugs. Compared to EA, which barely added anything new, I would say that EA is not a good test for your new petition system. Release a new big expansion like trinity that throws 10k petitions at you in 2-3 days and then we will test your new petition system improvements. Lastly, I have noticed a much faster response and better quality on peitions since trinity so maybe I am dumb, lols. -- http://desusig.crumplecorn.com/sigs.html
Kaltener D00M. Triumvirate.	Posted - 2008.09.30 23:49:00 - [17] I have to admit that Jita especially has been a lot more responsive and generally the game seems to be less laggy that it was BUT there is still a long way to go on the lag front but generally speaking nice going guys, nice going! However I think petitions is a pretty sore subject for a lot atm with current policies regarding reimbursement...but it's still good you've got the queue down to 2 days, now at least people only have 2 days to wait to hear "we hope you recover from your loss quickly"
Dark 'Shadow Shadow Fire Industries	Posted - 2008.10.01 01:10:00 - [18] You guys rock, and I for one appreciate all the work you guys put into making this a better game
Chainsaw Plankton IDLE GUNS IDLE EMPIRE	Posted - 2008.10.01 01:48:00 - [19] A cookie for the gms!
Letouk Mernel	Posted - 2008.10.01 03:33:00 - [20] Got similar graphs for bug reports? I realize that bug reports are different, but it would be interesting to see if the player base reports bugs differently pre/post patch etc. 1000 petitions per 24 hrs is not bad, considering that the server has 24,000 to 35,000 people online at any given time, and that the total number of people who log on during said 24 hrs is probably closer to 100,000 or more. 4, 2, 1% of your players petition? That's a low percentage.
Nova Fox Gallente Novafox Shipyards	Posted - 2008.10.01 05:00:00 - [21] Edited by: Nova Fox on 01/10/2008 05:01:39 GMs dont handel bugs at all. I wonder if the GMs are going to cook any ideas up to help with isk spam combat to share with thier own coders or ccp's a better graph to ask about is the break down of what types of petitions are made? Pre Order your Sisters of Eve ship today!!!
Shaun Livingstone iMine Industries	Posted - 2008.10.01 05:18:00 - [22] Blog needs balancing. The quotes are from "As you like it" (as noted), but the headline is from "The Tempest"
LaVista Vista Conservative Shenanigans Party	Posted - 2008.10.01 05:51:00 - [23] Originally by: GM Nova Originally by: LaVista Vista Impressive graphs. But once again you feed us with an average response time which we do not see any proof for. As I pointed out last time, you need to show the cumulative frequency graph for this to actually be worth anything. I have had petitions that went as far as week before it was responded to. All harassment and stuck petition are of course handled inside minutes, driving your average WAY down. This makes your data useless. Thank you. The graphs represent hard numbers and not an average. It's just number of petitions coming in and the total number of petitions in queue. Originally by: Serenity Steele 22nd August looks like a good date, it's all pushing up-hill from there. 1k petitions a day (or approx one every 1.4 minutes) is scarey; How many of those petitions are ones raised in the previous 24hrs, and how many are long-term ones? The one thousand petitions a day you mention are new petitions created over a period of 24 hours. Most petitions are handled and solved within a day or two. Others more complicated issues can drag on for several days. I'm commenting on your claims at the bottom of the dev-blog about the average response time for a petition. The rest of them are superb.
Garia666 Amarr T.H.U.G L.I.F.E White Core	Posted - 2008.10.01 07:55:00 - [24] Edited by: Garia666 on 01/10/2008 07:56:38 www.garia.net
Garia666 Amarr T.H.U.G L.I.F.E White Core	Posted - 2008.10.01 07:56:00 - [25] Gratz ccp lets hope you keep this up.. On a side note, the overal performance of eve on my local pc has dropped with 20fps after the update of Empyrean Age. Might be an idea to keep close watch to the code. anyway thanks www.garia.net
Haks'he Lirky Burning Bright Inc.	Posted - 2008.10.01 08:03:00 - [26] Edited by: Haks''he Lirky on 01/10/2008 08:03:10 Originally by: LaVista Vista Stuff Originally by: LaVista Vista I'm commenting on your claims at the bottom of the dev-blog about the average response time for a petition. The rest of them are superb. As a support manager for my company I have to provide response time statistics for the following. - Severity (actual severity) - Perceived severity (customer perceived severity) - Per case logging method (web, e-mail etc) - For category And I must at all times show the average length of cases closed within time period brackets, so I cannot hide long cases with the many short ones. Of the top of my head the brackets are, cases responded to/closed within 24 hours, 2 days, week, 4 weeks etc. Then of course it's a lot more stuff :)
LaVista Vista Conservative Shenanigans Party	Posted - 2008.10.01 08:52:00 - [27] Originally by: Haks'he Lirky As a support manager for my company I have to provide response time statistics for the following. - Severity (actual severity) - Perceived severity (customer perceived severity) - Per case logging method (web, e-mail etc) - For category And I must at all times show the average length of cases closed within time period brackets, so I cannot hide long cases with the many short ones. Of the top of my head the brackets are, cases responded to/closed within 24 hours, 2 days, week, 4 weeks etc. Then of course it's a lot more stuff :) That seems like a nice way. Get busy Nova
Huan CK Gallente Bounty Hunter - Dark Legion	Posted - 2008.10.01 09:03:00 - [28] Thanks for a great costumer support :) I've played many other games, and the one in eve is by far the best and fastest I know about. Even though some unimportant petitions may take a while to receive an answer, its very satisfying to have important issues like stuck-petitions resolved in only a couple of minutes. Awesome work, keep it up. The costumer support in eve is one of the things I value most about the game :) ----------
Stork DK Minmatar Synthetic Frontiers	Posted - 2008.10.01 09:26:00 - [29] Posting in a CCP Look-How-Awesome-We-Are-Thread =] Never had a problem with customer support myself cept one time when a gm couldnt get access to move me outta jita. Oh and nice graphs! Shows its working =D -----
DiaBlo UK Killer Koalas Kingdom of Butan	Posted - 2008.10.01 09:41:00 - [30] Edited by: DiaBlo UK on 01/10/2008 09:41:04 Originally by: GM Nova fleet formations am i right in thinking this could help reduce the load on the physics engine by reducing the number of possible collisions it has to calculate because a 'fleet' will be in formation? 2 things, it will look COOL and reduce lag. can it be? Originally by: CCP Navigator Pretty sure someone is selling tinfoil hats. You should buy one Originally by: CCP Zulupark Trollin' with my homies!

Pages: [1] 2 :: one page
First page \| Previous page \| Next page \| Last page

COPYRIGHT NOTICE
EVE Online, the EVE logo, EVE and all associated logos and designs are the intellectual property of CCP hf. All artwork, screenshots, characters, vehicles, storylines, world facts or other recognizable features of the intellectual property relating to these trademarks are likewise the intellectual property of CCP hf. EVE Online and the EVE logo are the registered trademarks of CCP hf. All rights are reserved worldwide. All other trademarks are the property of their respective owners. CCP hf. has granted permission to EVE-Search.com to use EVE Online and all associated logos and designs for promotional and information purposes on its website but does not endorse, and is not in any way affiliated with, EVE-Search.com. CCP is in no way responsible for the content on or functioning of this website, nor can it be liable for any damage arising from the use of this website.