Locked agents are agents who have entered their passwords incorrectly too many times and are now "locked-out." You can configure the number of allowed failed attempts in the Client editor under the Security tab. By default, agents are allowed five failed logins.
To view the locked agents, select Filter > Locked or look for the lock icon next to the agent Logon ID.
To unlock an agent:
- Select the agent and double-click on the lock icon next to the agent Logon ID.
- A Confirm window appears; click Yes to unlock the agent.