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I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel. They've got a little bit of an issue there with rich text fields not being able to. The suggestion is using what's called the BI integrator to go directly after the data in the database. We're just implementing that now, but I don't know how that's going to work for us yet. If it works then that's not a problem. If the BI integration works then I'm not going to complain about it, but that's an enhancement I wish was there. The way the big data pushes information to the technician or the agent. One of the enhancement requests we've put in is we wish that we could prioritize what is spit up in front of the agent. Right now, sometimes non-important information is pushed in front of them. The knowledge article that they're looking for is down further. We need a way to give weight to a knowledge article or give weight to something else to make it pop to the top. That's something I'd like to see enhanced.
