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  - The **rules** engine dynamically delays new callbacks when the recent average wait exceeds a target you set (e.g. five minutes over the last 30), shrinking the delay as staffing recovers — this stops customers answering a callback only to sit on hold for a representative.
  - Retry behaviour is configurable per trigger (no answer, failed, answering machine) with a minimum retry wait of five minutes.
  - One callback profile per overflow condition per queue.
+ - Direct callback requests are **closed automatically after seven days**, so an unreachable customer doesn't sit in the backlog indefinitely.
  
  ## When to use / skip
  Use it where representative idle time on outbound callbacks is a real cost — high callback volumes, spiky demand, or queues where classic direct callback ties agents up on calls that never connect. The dynamic wait-time rules make it a good fit for contact centres that want callback pacing to track staffing automatically.