Hey Jesse,
We would usually change our team at the end of every shift so that the current team members are active when leads come in. The manager is responsible for updating the teams, but often people can be missed, and deals get assigned to agents who have finished for the day or an agent who has just logged on its recieving any new leads.
We try and reply with minutes to new leads, and the ability to add a weekly schedule or easily change who’s on the rotation would be fantastic.