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Toxicity

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ChrisSchmidt's Avatar


ChrisSchmidt
09.18.2020 , 08:24 AM | #1 This is the last staff post in this thread.  
Hi friends,

As I mentioned in my previous post, I want to chat a bit about toxicity and what actions we’re taking to reduce friction points in the game that can lead to toxic behavior.

In general, our philosophy in regards to toxicity and harassment is there is no room for it in our service. But it’s not quite as simple as ‘find the toxic people and remove them’, because there is no one-size-fits-all solution. Often times folks are just having a bad day, and some friction point in the game rules or mechanics can exacerbate this and lead to a negative or harmful social experience.

So we have to take a bit of a holistic approach to toxicity, and remain committed to improving the game and the service over time across several avenues.

Reporting

As a member of the Fair Play Alliance, EA is committed to providing a safe space to play where all are welcome. As part of this, toxicity and harassment actions that the Customer Service team apply to folks violating the Terms of Service are being escalated to more severe actioning.

Backfill and Decline/Deserter Improvements

We’re always trying to improve our matchmaker, especially the backfill mechanism in Solo Ranked PvP matches. Players have manipulated the system in order to gain an advantage or to try and mis-match teams missing certain roles, typically by declining matches as a particular role.

In Game Update 6.1.4 we’ve improved the backfill system so that if a tank or healer declines a match, it will backfill with the same role if one is available. In addition, we are increasing penalties on players declining multiple matches for Ranked PvP.

Vote Kick

Vote kick was a feature implemented years ago with the best intentions, giving players the power to remove a toxic member of their group. However, we’ve seen behavior change over time towards vote kick being abused not to remove harmful players, but harass or troll legitimate ones.

In Game Update 6.1.4 we are removing vote kick from Ranked PvP, which is where we see the greatest abuse of this feature. If we see continued abuse we will remove it from other game modes. I would like to add that some of the original intent for Vote Kick (AFK players, etc) has been mitigated over the years by increased detection methods and data logging. However, we will continue to closely monitor for the behavior Vote Kick was intended to curb, and continue to invest in more advanced detection methods.

Gear Requirements in Ranked PvP

In an effort to welcome more new players into Ranked PvP, we implemented our Bolster system which would scale player’s power to the equivalent of iLevel 306. As a barrier to entry we also require a Valor Rank 25 in order to queue for Ranked PvP. We would like to find a balance between keeping the queues populated with players and giving a high quality game experience in that game mode. We believe this barrier to entry has been too low.

In Game Update 6.1.4 we are adding a gear requirement of iLevel 306, in addition to Valor Rank 25, in order to be able to queue for Solo Ranked PvP.

Legacy Ignore

Currently the game supports character-based ignore lists, but not Legacy-wide ignore, meaning harassers could just create another character and persist in ruining the experience for another player.

In Game Update 6.1.4 we are updating the Ignore list to ignore an entire Legacy. If you add a player to this list, it will apply to every character they create in their Legacy. It will behave very similarly to the current Ignore list, with the addition of not allowing an Ignored Legacy into your Personal Stronghold.

Future

As we look forward, we have lots more opportunities we’re pursuing, including improving our in-game reporting tools and automated detection methods. We’ll share more about what additional changes are coming as we get closer to these showing up in-game.


All of the game-side improvements coming in 6.1.4 will be available to check out in the upcoming PTS. We’re eager to hear your feedback and look forward to you all trying them out!

-Chris

Chris "BioChris" Schmidt | Design Director
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DarkTergon's Avatar


DarkTergon
09.18.2020 , 08:46 AM | #2
These changes are sounding very promising, especially the legacy ignore feature.
Just a quick question, if a player is reporting another, will it be the same, ie just spam, or will the option be to report different type of behaviour. And not just if you are beside them, but in the general too.
Also, can you tell us, if you report someone does it copy the chat, so it can be seen what they have done.
I know, we'll never see it, or even know what happens, but it would be nice to know that you, or a mod can see what actually happens.
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JediMasterAlex's Avatar


JediMasterAlex
09.18.2020 , 09:06 AM | #3
Excellent changes once again. Thanks Chris!!!

Decalin's Avatar


Decalin
09.18.2020 , 09:08 AM | #4
Looks good. How about we continue on this path and let losses count towards the quests in PvP again?

LasagnaSurfer's Avatar


LasagnaSurfer
09.18.2020 , 09:12 AM | #5
I like what you have to say here and I hope it is implemented as advertised.

One caveat though, a while back I received a 7 day suspension and the reason was absolutely bonkers and when I tried to appeal it, I got zero response from the EA email where I was told I could appeal.

Besides the fact that EA basically stole my game time I paid for, the fact is that it was just one of these trolls who reported me and there was zero recourse. The same thing used to happen when a certain guild by a certain female character of ill repute would squelch people. If real people (that actually understand English and the SWTOR game play) are not at the end of the actions I'm afraid this kind of tomfoolery will continue unabated.
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Beyrahl's Avatar


Beyrahl
09.18.2020 , 09:16 AM | #6
Quote: Originally Posted by ChrisSchmidt View Post


Gear Requirements in Ranked PvP
In Game Update 6.1.4 we are adding a gear requirement of iLevel 306, in addition to Valor Rank 25, in order to be able to queue for Solo Ranked PvP.
While this definitely helps, bolster won't make up for missing set bonus nor will it make up for missing tactical. Bolster would however deal with poor item level to an extent, would it be possible to upgrade the requirements or make it easier to obtain much needed non-bolstered items?

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pyrietboletje
09.18.2020 , 09:18 AM | #7
Those changes

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Tsillah's Avatar


Tsillah
09.18.2020 , 09:28 AM | #8
I like the legacy ignore, but considering your plan to add new augments to the game with the same update adding again required mats from both raids and ranked pvp, I think you're basically giving people more reasons to get upset because mat farming in ranked will become a thing again....just like the previous time. So it feels like your paving the way for PvE'rs to get into ranked for mat farming and pushing PvP'ers out of the game in one fell swoop. Not sure if that'll work out well.

Mind you, you're right about what you said, but the addition of mats for augments that can only be had in ranked PvP will make it very frustrating and not a fun experience for PvP'ers. It feels like these are good ideas that will be undone by bringing back the mats farm.
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Baletraeger's Avatar


Baletraeger
09.18.2020 , 09:30 AM | #9
These all seem like positive changes to help players deal with toxicity and trolls.

Could you elaborate on what is being done with regards to handling reports on players? Is there more CSR reviews of reports to ensure false flagging is dealt with? Is there investigation into toxic behaviour across multiple connected accounts ( ie correlation of multiple toxic players all in the same guild )

Nmyownworld's Avatar


Nmyownworld
09.18.2020 , 09:37 AM | #10
Quote: Originally Posted by ChrisSchmidt View Post
Legacy Ignore

Currently the game supports character-based ignore lists, but not Legacy-wide ignore, meaning harassers could just create another character and persist in ruining the experience for another player.

In Game Update 6.1.4 we are updating the Ignore list to ignore an entire Legacy. If you add a player to this list, it will apply to every character they create in their Legacy. It will behave very similarly to the current Ignore list, with the addition of not allowing an Ignored Legacy into your Personal Stronghold.
A Legacy wide ignore sounds good, but I have a question about its implementation. Will Legacy wide ignore populate a player's Ignore list with all of the Ignored Legacy's character names? If so, there are two issues with this. One, the space allowed on the Ignored list -- it could fill up very quickly. Two, if an Ignored Legacy's character names appear on the Ignored list, BW is opening the door to some epic level player to player harassment by providing the names of every targeted-by-harassers player's character names.