How do leads get distributed among several technicians?

Three modes: automatic round-robin (each new lead goes to the next in line), per-line assignment (calls from the north site go to the north crew), or the manual queue where everyone takes what they can handle. A lead assigned but not handled within a delay you define — 30 minutes, say — gets flagged or moves to the next person per your rules. Each person sees their leads, statuses and deadlines in their own space; nobody steps on anyone. And the setting changes when your team changes, not once and for all.