We use ldap authentication, but currently agents have 2 logins (Agent/XXXX and ldap). They use the agent one to monitor their inbound calls, but to run reports and do pretty much everything else they use the ldap one.
My suggestion is to have some agent - ldap mapping, so they can login use their ldap login to monitor their inbound calls. I know it can easily be done the other way around (get rid of the ldap one), but for business reasons we can't do this. Something like adding an "agent" field to the users table would be more just fine. I'm probably the only person on earth who would find this useful, but it seems like it would be trivial to implement
