Hi,

Recently one of our agents had an issue that prevented her from being able to make outbound calls - she did not hear ring sound, nor she heard the end-user once he/she picked up the call and the end-user didn't hear the agent (on the call recording only the voice of the end-user could be heard).

Zendesk Support informed us that the issue is not on your end and it might be a browser-related issue. After our IT team checked everything related to the browser settings and updated it to the newest version the issue still persisted, which lead to the below advice from the Zendesk Support representative:

"What could be an option, is to delete the user profile of the agent and then add it again.
That way the Browser would be disconnected from the profile.
We can not guarantee that it will work after, but there is a 50 / 50 chance."

We consider this an unacceptable suggestion as it will lead to loss of data about the performance of the agent. 

As Zendesk Admins we need to have more control over our team members' details, such as: be able to see any kind of event log in Zendesk for all the agents; have something on Zendesk side that will allow us to clean agent settings with the press of a button and not with accounts deletion, etc.

Please, consider implementing more abilities in relation to the Administrator accounts.

Thank you.