Summary:
Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.

Business Need:
Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.

Requested Functionality:

Allow administrators or supervisors to create a callback list.
Enable callbacks to be assigned directly to a designated agent.
Provide agents with a personal callback queue or task list.
Retain callback details, including customer information, scheduled callback time, and notes.
Include supervisor visibility into callback status (pending, completed, overdue, etc.).
Support reassignment of callbacks when an agent is unavailable.

Benefits:

Improves continuity of customer interactions.
Increases agent ownership and accountability.
Reduces customer effort by connecting them with the same agent.
Provides greater flexibility for callback management beyond standard queue-based routing.