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Customers
When the company answers leads, who gets the next one, and when you are told.
A new lead's follow-up is due two hours after it comes in, inside these hours; one that comes in late moves to the next opening. Notifications wait for the associate's window.
Each new lead goes to the next associate, then the turn starts again at the first. Picking someone on a lead leaves the turn where it was.
Your own hours change when you are told of a lead, not when its follow-up is due: that stays inside the business hours.