To view Locked agents:
- Select Filter > Locked or look for the lock icon next to the agent Logon ID.
- Click Search.
- Locked agents are agents who have entered their passwords incorrectly too many times and are now "locked-out." The number of allowed failed attempts is configurable in the Client editor under the Security tab. By default, agents are allowed five failed logins.
To unlock an agent:
- Select the agent and double click on the lock icon next to the agent Logon ID.
- A confirmation message will appear; select Ok.