If agents exceed the set number of failed login attempts, they are locked out of their account. You can configure the number of failed login attempts using the Client editor under the Security tab. By default, agents are allowed five failed logins. 

To view locked agents, select Filter > Locked or look for the lock icon next to the agent Logon ID.

To unlock an agent:

  1. Select the agent and double-click on the lock icon next to the agent Logon ID. A Confirm window appears.
  2. Click Yes to unlock the agent.