Valerie Hines

+1 for this addition as well. Our team was just assigned new email addresses and some agents already have end user accounts with the new email address and we have no way to merge them 

I agree is well. At least make the shading optional that can be turned off for any agents who find it a distraction.

I absolutely concur! We have one number set up for extremely urgent issues and we need to set up some type of notification for those after hour calls.