There are a variety of reasons why an agent may not receive a call after winning a lead alert.
For example, the lead could have mentioned some additional information while the dispatch was being run, such as that they are already working with another agent. Also, it is possible that the connection was lost with the client. Typically, the agent that wins dispatch will be notified via text message if we lose contact.
Our representatives will attempt to get the client back on the line, but they're not always able to do so. If we do make contact with the client, the original agent that won dispatch will be the first agent to receive a call.