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:
- 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.