They said there is nothing they can do.

Ticket has been updated.

I did before submitting this feature request. They were unable to find a solution. Ticket #12908009

Turns out that since we made this change, and some of our agents have the same first name, they were getting auto-connected to the other agent's session. Is the session ID assigned based on the value in the display name field? I had to revert the changes, since this has caused major issues. Any advice would be appreciated.

That corrected our issue! Thank you!