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Resetting a Password and Unlocking an Agent

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What this job is

Agents come to you when they cannot sign in. Two problems cause almost every case: they forgot their password, or the account locked after too many wrong tries. As a Manager, you fix both from your own user list. You do not need any dashboard above your level for this job.

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Reset a password

  1. Open your user list from Management Tools.
  2. Find the agent and open their account.
  3. Choose the reset password option.
  4. Set a new password, or let the system send the agent a reset email. The email route is safer, because the new password never passes through you.
  5. If the account offers it, turn on the setting that makes the agent change the password at next sign in. That way the password ends up known only to the agent.
  6. Tell the agent the password is reset, and ask them to sign in and set their own password right away.
Never ask an agent to tell you their real password, and never keep a list of agent passwords. A reset is always cleaner than a shared secret.

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Unlock a locked account

The system locks an account after a set number of failed sign in tries. The agent sees a message that the account is locked.
  1. Open your user list and find the agent.
  2. Open their account and choose the unlock option.
  3. Reset the password at the same time if the agent is not sure of it. A lock usually means the password was wrong.
  4. Tell the agent to sign in once, slowly, and set their own password when asked.
If an account keeps locking, something else is wrong. Ask the agent which device and username they are using. A saved old password on a phone is the usual cause.

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Spot a shared login

One username signs in on one device at a time. When two people share a login, the second sign in kicks the first person out, and use goes up and down in a way one person cannot explain. Sharing also puts the account at risk of locking. You can spot the signs in the Usage Report. Look for one username with training time at odd hours, sessions that end the moment another starts, or far more time than the agent’s real schedule allows. See Reading Time and Tracker Results for how to read that report. When you find sharing, fix the cause, not just the rule. The second person usually needs their own account. Add them, or invite them, and the sharing stops on its own.

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What you cannot do yourself

Resetting an agent’s training data, like wiping course progress so they can start over, runs above Manager level. Do not promise it to an agent. Send the request to BPS support with the agent’s name, username, and what needs to be reset, and let them run it.

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What success looks like

The agent signs in the same day, sets a password only they know, and the account stays unlocked because the real cause was fixed.

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Common problems

The reset email never arrives. Check the email address on the account first. If the address is wrong, fix it and send the reset again. Ask the agent to check spam too. You reset it and the agent still cannot sign in. The account may also be locked. Unlock it, then have the agent sign in with the new password. The agent forgot their username too. It is on their account in your user list. Read it back to them exactly, letter for letter.