It would be very useful if each support agent’s ITRC screen would indicate that a device is already being controlled by another agent and also give admins the ability to disconnect the remote session. Occasionally an agent will forget to disconnect (but have locked their own local workstation, of course!) or a tech working on site will have a session open, locking other agents out.
Alternatively, have the device show an Accept/Deny pop-up to the connected agent with the name of the other tech trying to connect and be able to connect once that times out - the same functionality given for remote control sessions with end user devices.