Michael Goldman

Sure. My agent recently copy/pastes a SQL output with lots of whitespace and formatting. It got butchered upon copy/paste since it was too many characters. She tried it again 2 more times and kept getting the same result thus the customer got the same comment 3 times. I had to go in and make 2 of them "internal" to fix the customer view which leads to a bad customer experience and a poor agent experience.

The only reason we found this out was due to her telling me that the system was broken and I did some research.

I vote for solution #1.

I need this, but with the additional condition that it does not satisfy SLAs.