An agent-owned callback is a callback where an agent takes ownership of the callback to ensure a one-to-one relationship with the customer. An agent-owned callback waits for the assigned agent to become available to receive it.

When an agent takes ownership of a callback, the callback waits for the agent to become available for time configured in Agents can own a scheduled callback for. When an agent does not own a callback, it automatically routes to the next available agent if the scheduling agent is not available at the scheduled time. For agent-owned callbacks to take effect, there must be at least one Preferred Agent Routing rule set on the queue.