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.