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 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.
  2. A Confirm window appears; click Yes to unlock the agent.