Agents are locked out if there are too many unsuccessful login attempts by the agent. 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:
- 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.