The problem is in the fact that some agents do that. While they may seem like a "good" agent to you they are in fact violating company policy and so from a UA perspective they are "bad." So when you get one agent that has to tell you they can't give out that info and another who will give out the info it is contradictory, confusing, and upsetting to the customer.

I personally wish we could easily view the current list and order and give that information out but I can also see the official position of not giving that out because it is such a fluid list and people really do get upset and call to complain and/or get compensation because "I was told I was number four on the list and there were five unsold seats yesterday and now I'm at the airport and I didn't get the upgrade." And people will do this even when you give the disclaimer of "This list can and almost always does change in size and order." I've had that come to bite me in the rear when I "broke the rules" a couple of times in the past.