Control agent identifier in system

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like to be able to toggle to display an agent's email address or Zendesk user ID rather than their name in the system and reports. All team managers would be affected by this as there are a number of agents with the same name.

What problem do you see this solving? (1-2 sentences) 

Multiple agents have the same full name or some agents only have one name.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

We would be affected by this daily. This is critical for team managers to automatically know who their agents are when reviewing the information.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

We will have to modify people's names and have their team become accustomed to which version of the name is referring to which agent.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Since different organizations have different requirements, I would like to see the admin's ability to select which version of agent information is displayed including pairing agent name with email or ID. Longer term, I could for see other organizations wanting to allow each person to select how they view the information.