Has anyone had to do this? How did you go about it? The nut to crack being that only the agent itself or a supervisor is actually allowed to change agent states, not an admin. Consequently, the only way I see to do this would be to create one big team just for this purpose.. every agent gets added to it, and your "admin" user would be made a supervisor. But I guess in large systems you could run into scaling issues with that approach.
So, how do you handle that if you cannot go and gather user passwords?