- Getting Started
- Intro to Dialpad
- Explore Products and Plans
- Number Porting
- Port In Your Toll-Free US Number
- Port In Your Local US Number
- Port Out Dialpad Numbers
- Porting Rejection Code and Resolution Guide
- Porting FAQs
- International Porting Basics
- International Porting Resources
- International Porting Requirements and Fees
- Country Specific Porting Guides
- United Kingdom Porting Guide
- Argentina Porting Guide
- Turkey Porting Guide
- Sri Lanka Porting Guide
- South Africa Porting Guide
- Romania Porting Guide
- Puerto Rico Porting Guide
- Portugal Porting Guide
- New Zealand Porting Guide
- Netherlands Porting Guide
- Croatia Specific Porting Guide
- Lithuania Porting Guide
- Ireland Porting Guide
- Hong Kong Porting Guide
- Germany Porting Guide
- France Number Porting Guide
- Czech Republic Porting Guide
- Slovakia Porting Guide
- Slovenia Porting Guide
- Estonia Porting Guide
- Denmark Porting Guide
- Finland Porting Guide
- Brazil Porting Guide
- Israel Porting Guide
- Latvia Porting Guide
- Canada Porting Guide
- Norway Porting Guide
- Sweden Porting Guide
- Poland Porting Guide
- Peru Porting Guide
- Panama Porting Guide
- Greece Porting Guide
- Mexico Porting Guide
- Australia Porting Guide
- Cyprus Porting Guide
- Spain Porting Guide
- Switzerland Porting Guide
- Italy Porting Guide
- Bulgaria Porting Guide
- Hungary Porting Guide
- Chile Porting Guide
- Belgium Porting Guide
- Austria Porting Guide
- Porting and Number Customization
- International Porting Guides
- Dialpad Apps
- Your Dialpad App
- Your Dialpad Settings
- Join a Team
- Your Dialpad Profile
- Make Changes to Your Profile
- Manage Your Voicemail
- Customize Your Caller ID
- Set Your Personal Working Hours
- Set a Custom Ring Duration
- SMS Auto-Reply Message
- Individual Call Queues
- Adjust Your Dialpad Audio Settings
- Change or Reset Your Password
- Caller ID FAQs
- Voicemail Issues
- App Troubleshooting
- Subscribe to Dialpad Updates
- Contacts
- Roles & Permissions
- Office Setup
- Dialpad Self-Start Deployment Guide
- Add and Manage Multiple Offices
- Manage an Office
- Turn on Dialpad Ai for Offices & Shared Lines
- Manage a Main Line
- Set Business Hours
- Set Your Office Timezone
- Shared Company Contacts
- Manage Holidays & Routing Rules
- How to Request a New Caller ID Name
- Number Assignment FAQs
- Requirements for New International Geographic and Mobile Phone Numbers
- Hold Music (FAQs)
- Requirements for New International Toll-Free Phone Numbers
- Dialpad Admin
- Admin Settings
- Enable Automatic Call Recording
- Enable External & Outside Transfers
- Enable External SMS/MMS Messaging
- Manage a Company Dictionary
- International Calling
- Use the Enterprise Support Portal
- Bulk User Settings
- Role Based Access Control
- Event Changelog
- Create an API Key
- Bulk Backup for Call Recordings
- IVR and Voicemail Language
- Restricted Internal Search
- Add a Secondary Domain
- Your Team
- Number Management
- IVR Workflows
- Billing
- Billing Information
- View Your Dialpad Billing Summary
- Manage Dialpad Licenses
- Add Credits to Your Dialpad Office
- Purchase Add-on Licenses
- Global Unlimited Calling Add-on
- Unlimited Domestic Calling Add-on
- Credit Card Verification
- On Hold & Suspended Accounts
- Cancel Your Dialpad Account
- Dialpad Billing FAQs
- Dialpad Cancellation and Refund FAQs
- Dialpad Ai
- Departments
- Analytics
- Analytics Essentials
- Charting Data
- Data Export Guidebook
- Export Guide: Total Number of Incoming, Outgoing and Missed calls
- Export Guide: Total Number of Calls
- Export Guide: Total Calls To and From a Number
- Export Guide: Total Number of Automatic Transfers
- Export Guide: Overview of Call Count Over Time
- Export Guide: Calculating Talk Time
- Export Guide: Calculating Response Time
- Export Guide: Service Level Agreement (SLA)
- Contact Center Analytics
- Admin Settings
- Security and Trust
- Account Security
- Multi-Factor Authentication with Dialpad
- Secure a Compromised Account
- Data Retention Policy
- Data Security & AI Language Models
- Dialpad Sub-processors
- Dialpad + HIPAA
- Sign a Data Processing Agreement (DPA)
- Sign a Business Associate Agreement (BAA)
- How to prevent being flagged as a SPAM caller
- Data Subject Access Request
- E911 Emergency Services
- Security FAQs
- Call Spoofing
- STIR/SHAKEN for Dialpad Users
- Industry Security Events Responses
- Meetings
- Admin Support
- Manage Your Team
- Configure Dialpad Meetings in Meeting Rooms
- Control Meeting Settings for Team Members
- Invite Dialpad Meetings Team Members
- Add & Remove Toll-Free Lines to Your Team
- Enable Google Single Sign-On for Team Members
- Meeting Delegation
- Add a Secondary Admin
- Dialpad Meetings + Dialpad Ai
- Remove Dialpad Meetings Branding
- Large Meetings
- Setup Guide for Dialpad Meeting Room Devices
- Network Requirements for Dialpad Meetings
- Account & Settings
- Join a Team
- Edit Your Dialpad Meetings Profile
- Adjust Your Meetings Settings
- Add, Remove, & Change Meeting PIN
- Manage Your Dialpad Meeting Contacts
- View Upcoming & Past Meetings
- Add & Remove Toll-Free Lines to Your Account
- Delegate a User
- Unique Meeting IDs
- Adjust Your Time Zone
- Adjust Your Dialpad Meetings Notifications
- Using Video with Dialpad Meetings
- Meeting Basics
- Start & Join a Meeting
- Share Your Screen
- Record a Meeting
- Dialpad Meetings Control Basics
- Send & Receive Messages in Dialpad Meetings
- Schedule a Meeting
- Dialpad Meetings Emoji Reactions
- Using Picture-in-Picture (PIP)
- Meeting Countdown Timer
- Moderate a Meeting
- Add & Remove a Co-Host
- Keyboard Shortcuts for Meetings
- Configure Sound, Headset, & Video for Meetings
- Invite Participants During a Meeting
- Social Profiles for Meetings
- External Meetings
- Auto-Dial to Participants
- Join a Meeting Internationally
- Virtual Backgrounds
- Remote Access Control
- Integrations
- Google Calendar + Dialpad Meetings
- Microsoft Outlook + Dialpad Meetings
- Microsoft Teams + Dialpad Meetings
- Slack + Dialpad Meetings
- Miro + Dialpad Meetings
- Intercom + Dialpad Meetings
- HubSpot + Dialpad Meetings
- Third-Party Integrations + Dialpad Meetings
- Salesforce + Dialpad Meetings
- Set Up Salesforce + Dialpad Meetings
- App Support and Permissions
- iOS App for Dialpad Meetings
- Android App for Dialpad Meetings
- Guest Mode for Mobile Users
- Use Over-the-Phone Commands
- Dialpad Meetings Permissions for macOS Users
- Dialpad Meetings Permissions for Windows Users
- Dialpad Meetings System Requirements
- Use the Meetings Desktop App
- Dialpad Meetings Room Device Features
- Analytics
- Billing
- Security
- Frequently Asked Questions
- Admin Support
- Contact Center and Sell
- Contact Center Admin
- Contact Center Settings
- Set Up Call Recording for a Contact Center
- Set Call Routing Rules for Contact Centers
- Skills-Based Call Routing
- Post-Call Wrap-Up Time
- In-Queue Callback
- Call Dispositions
- Agent Screen Capture
- Custom Off Duty Status
- Manage Contact Center Alerts
- Customer Satisfaction (CSAT) Surveys
- Add All-Party Consent States to Exception List
- Contact Center FAQs
- Working in a Contact Center
- Working as a Contact Center Supervisor
- Working as a Contact Center Agent
- Contact Center Launchpad
- Multiple Contact Centers Live Dashboard
- Real-Time Contact Center Management
- Availability Settings vs Active State Settings
- Call Monitoring Features
- Log a Call Disposition
- Using Desk Phones with Your Contact Center
- Coaching Hub
- Unified Conversation History
- Dialpad Sell Only Features
- Dialpad Business Intelligence (BI)
- Dialpad Business Intelligence (BI)
- Dialpad BI Datasets and Data Concepts
- Using Dialpad Business Intelligence (BI)
- Dialpad Business Intelligence Report Tips
- Dialpad Business Intelligence (BI) FAQs
- BI Reporting: Call Metrics By Disposition Report
- BI Reporting: Call Logs Report
- BI Reporting: Call Volumes by Hour and Day of Week
- BI Reporting: Call Volumes by Day Report
- Devices
- Desk Phones and Room Phones
- Supported User and Room Phones
- Purchase or Order a Desk Phone
- Desk Phones FAQs
- Manage a Deskphone
- Provision a Deskphone
- Provision Yealink Devices to Dialpad
- Provision VVX 250, 350 & 450 Obi Edition Devices to Dialpad
- Provision Yealink DECT Devices to Dialpad
- Provision a Poly UCS Desk Phone
- Provision Poly Edge E Devices to Dialpad
- Provision a Cisco Device to Dialpad
- Provision Poly Rove Device to Dialpad
- Provision a Grandstream Desk phone to Dialpad
- Setting up a Yealink T-series Phone
- Setting up a Poly OBi x50 Phone
- Setting up a Yealink DECT Phone
- Provision an ATA Device
- Deskphone Features
- Network Recommendations for Obi and Polycoms
- Headsets and Audio Devices
- Device Troubleshooting
- Desk Phones and Room Phones
- Calls, Messages, and Faxes
- Calling
- Messaging
- Faxing
- Using Dialpad
- Switch a Call Between Devices
- Add a Forwarding Prompt
- Manage Your Dialpad Devices
- Dialpad Everywhere
- Dialpad Companion Mode
- Use your Obihai phone
- Use Your Polycom Phone
- Transfer Calls on Your Polycom
- Transfer Calls to a Hold Queue on your Polycom
- Park a Call on Your Main Line
- Switch between HD and carrier
- Network Testing
- Troubleshooting & Tech Support
- Call Quality Overview
- Quality of Service Dashboard
- Wireless (WiFi) connection issues
- Mic Issues on macOS & Windows Computers
- Network Setup Recommendations
- Home Network Troubleshooting Tips
- Getting Help for your Network Assessment Test Results
- Network Connectivity Warning
- Troubleshooting Poly Studio X Errors
- Poly Studio X : Error 100 — No Physical Network Detected
- Poly Studio X : Error 101 — No IP address
- Poly Studio X : Error 102 — Failure in DNS lookup
- Poly Studio X : Error 103 — Cannot reach service
- Poly Studio X : Error 104 — Configuration service error
- Poly Studio X : Error 105 — Cannot Reach Service
- Integrations
- Salesforce
- Dialpad and Salesforce 101
- Use Salesforce for Dialpad
- Dialpad Ai + Salesforce
- Dialpad for Salesforce FAQs
- Dialpad for Salesforce Lightning
- Salesforce Powerdialer
- Dialpad for Salesforce Classic
- Salesforce Custom Objects & Field Mapping
- Dialpad + Salesforce1
- Dialpad + Salesforce Omni-Channel
- Salesforce Sandbox & Troubleshooting
- Zendesk
- Dialpad Meetings
- Authentication
- User Provisioning
- Productivity Suites
- CRM Integrations
- Other Integrations
- Integrations Overview
- Custom Customer Context
- Enable Click to Call on Third Party Apps
- Chrome Desk Connector
- Dialpad + Microsoft Dynamics 365
- Dialpad + MS Teams
- Microsoft Teams Direct Routing Configuration
- Dialpad + Slack
- Enabling Dialpad Calling through Slack
- Dialpad + Screen Pop
- Dialpad + AutoReach
- Dialpad + Verint
- Dialpad + Playvox
- Dialpad + Intercom
- Dialpad + Zoom
- Dialpad + Kustomer
- Export Dialpad Data to Domo
- Dialpad + Front App
- Dialpad + Hangouts Chat
- Dialpad + Amazon Alexa
- Dialpad + Zapier
- Dialpad + Tenfold
- Dialpad + Shopify
- Salesforce
- Omnichannel
- Workforce Management
- WFM for Admins
- WFM for Agents
- WFM Integrations
- Dialpad WFM Integrations
- WFM + Intercom
- WFM + Zendesk
- WFM + Kustomer
- WFM + Aircall
- WFM + Dixa
- WFM + Talkdesk
- Integrate your HRIS or time off calendar via iCal link
- Time Off Integration FAQs
- Use Google Calendar for Time Off
- HiBob iCal Troubleshooting
- WFM + Google Calendar
- WFM + Calendly
- Sync Schedule to Calendar via iCal
- WFM + Slack
- WFM + Outlook
- WFM APIs
- WFM Forecasting
- WFM Scheduling
- Scheduling 101
- Create a Shift Plan
- Auto-Schedule Shifts
- How to Use Round Robin Scheduling
- Edit a shift
- Scheduling Conflicts
- Scheduling Fill Shifts
- Create an Activity Plan
- Edit Activities or Breaks
- Common Use Cases for Break and Activity Rules
- Using the Coverage Bar
- Activity Plan Troubleshooting
- Switch Time Formats in WFM
- Sync Meetings and Calendar Events
- WFM Reporting
- WFM Metrics
- Using the Performance Report
- Using the Insights Report
- Download a Timesheet
- Edit Timesheets
- Understanding Time-on-Task
- Understanding Average Conversation Time
- Understanding Alternative Average Interaction Time
- Understanding Shrinkage
- Tracking Time on Activities
- Time-on-Task Troubleshooting
- WFM Best Practices
- What’s New
- What's New Roundup
- Product Update Announcements
- AI Features with More Control
- Upcoming Changes to Manual Contact Syncing
- What is Dialpad Workforce Management (WFM)?
- We’re Simplifying Our Product Names
- Improved Call Transfer Experience
- Upcoming Dialpad Push Notifications Provider Change
- Contact Center Enhancements
- Improved Contact Center Management
- Omnichannel for Multiple Contact Center
- External End-of-Life Notice for OBiTALK
- New Icon. Same Dialpad
- Dialpad IP Address Change
- Agent Permission Changes
- Audible Off-Duty Notification
- Multiple Contact Center Live Call View Dashboard
- Agent State Behavior Change
- Agent Global DND and Personal Working Hours Behavior Change
- Dialpad App Enhancements Fall 2022
- Change in Analytics Definitions
- Introducing Dark Mode
- Introducing Channel Threading
- Improved Call Controls
- Dialpad Release Notes
- Dialpad Release Notes 25.02.18
- Dialpad Release Notes 25.02.11
- Dialpad Release Notes 25.02.04
- Dialpad Release Notes 25.01.28
- Dialpad Release Notes 25.01.21
- Dialpad Release Notes 25.01.14
- Dialpad Release Notes 24.12.17
- Dialpad Release Notes 24.12.10
- Dialpad Release Notes 24.12.03
- Dialpad Release Notes 24.11.26
- Dialpad Release Notes 24.11.19
- Dialpad Release Notes 24.11.05
- Dialpad Release Notes 24.10.29
- Dialpad Release Notes 24.10.22
- Dialpad Release Notes 24.10.15
- Dialpad Release Notes 24.10.08
- Dialpad Release Notes 24.10.01
- Dialpad Release Notes 24.09.24
- Dialpad Release Notes 24.09.17
- Dialpad Release Notes 24.09.03
- Dialpad Release Notes 24.08.27
- Dialpad Release Notes 24.08.20
- Dialpad Release Notes 24.08.13
- Dialpad Release Notes 24.08.06
- Dialpad Release Notes 24.07.30
- Dialpad Release Notes 24.07.23
- Dialpad Release Notes 24.07.16
- Dialpad Release Notes 24.07.10
- Dialpad Release Notes 24.07.02
- Dialpad Release Notes 24.06.25
- Dialpad Release Notes 24.06.11
- Dialpad Release Notes 24.06.04
- Dialpad Release Notes 24.05.30
- Dialpad Release Notes 24.05.21
- Dialpad Release Notes 24.05.07
- Dialpad Release Notes 24.04.30
- Dialpad Release Notes 24.04.23
- Dialpad Release Notes 24.04.16
- Dialpad Release Notes 24.04.08
- Dialpad Release Notes 24.03.26
- Dialpad Release Notes 24.03.19
- Dialpad Release Notes 24.03.13
- Dialpad Release Notes 24.03.05
- Dialpad Release Notes 24.02.27
- Dialpad Release Notes 24.02.13
- Dialpad Release Notes 24.01.30
- Dialpad Release Notes 24.01.23
- Dialpad Release Notes 24.01.16
- 2023
- Dialpad Release Notes 23.12.19
- Dialpad Release Notes 23.10.02
- Dialpad Release Notes 23.07.31
- Dialpad Release Notes 23.11.21
- Dialpad Release Notes 23.05.15
- Dialpad Release Notes 23.05.09
- Dialpad Release Notes 23.10.20
- Dialpad Release Notes 23.10.13
- Dialpad Release Notes 23.09.26
- Dialpad Release Notes 23.09.20
- Dialpad Release Notes 23.09.12
- Dialpad Release Notes 23.10.09
- Dialpad Release Notes 23.08.08
- Dialpad Release Notes 23.07.11
- Dialpad Release Notes 23.06.21
- Dialpad Release Notes 23.06.06
- Dialpad Release Notes 23.05.23
- Dialpad Release Notes 23.04.16
- Dialpad Release Notes 23.04.06
- Dialpad Release Notes 23.03.17
- Dialpad Release Notes 23.03.04
- Dialpad Release Notes 23.02.15
- Dialpad Release Notes 23.01.27
- Dialpad Release Notes 23.01.20
- Dialpad Release Notes 23.01.06
- 2022
- Dialpad Release Notes 22.12.09
- Dialpad Release Notes 22.12.02
- Dialpad Release Notes 22.11.18
- Dialpad Release Notes 22.11.04
- Dialpad Release Notes 22.10.31
- Dialpad Release Notes 22.10.25
- Dialpad Release Notes 22.10.07
- Dialpad Release Notes 22.09.23
- Dialpad Release Notes 22.09.16
- Dialpad Release Notes 22.09.02
- Dialpad Release Notes 22.08.26
- Dialpad Release Notes 22.08.12
- Dialpad Release Notes 22.08.08
- Dialpad Release Notes 22.07.29
- Dialpad Release Notes 22.07.25
- Dialpad Release Notes 22.07.18
- Dialpad Release Notes 22.07.11
- Dialpad Release Notes 22.07.06
- Dialpad Release Notes 22.06.27
- Dialpad Release Notes 22.06.21
- Dialpad Release Notes 22.06.13
- Dialpad Release Notes 22.05.27
- Dialpad Release Notes 22.05.13
- Dialpad Release Notes for 22.05.04
- Dialpad Release Notes for 22.04.22
- Dialpad Release Notes 22.04.29
- Dialpad Release Notes for 22.03.04
- Dialpad Release Notes for 22.02.25
- Dialpad Release Notes for 22.02.11
- Dialpad Release Notes for 22.01.31
- Dialpad Release Notes for 22.01.14
- Dialpad Release Notes for 22.01.07
- Changes to CSAT Response Rates and Exports (March 31, 2022)
- 2021
- Dialpad Release Notes for 21.12.10
- Dialpad Release Notes for 21.12.06
- Dialpad Release Notes for 21.11.19
- Dialpad Release Notes for 21.11.15
- Dialpad Release Notes for 21.11.01
- Dialpad Release Notes for 21.10.22
- Dialpad Release Notes for 21.10.18
- Dialpad Release Notes for 21.10.12
- Dialpad Release Notes for 21.10.04
- Dialpad Release Notes for 21.09.24
- Dialpad Release Notes for 21.09.17
- Dialpad Release Notes for 21.09.14
- Dialpad Release Notes for 21.09.03
- Changes to Call Counts (May 14th, 2021)
- Dialpad Meetings Release Notes
- Dialpad Meetings Release Notes 24.12.10
- Dialpad Meetings Release Notes 24.12.03
- Dialpad Meetings Release Notes 24.11.19
- Dialpad Meetings Release Notes 24.10.22
- Dialpad Meetings Release Notes 24.10.15
- Dialpad Meetings Release Notes 24.10.08
- Dialpad Meetings Release Notes 24.10.01
- Dialpad Meetings Release Notes 24.09.17
- Dialpad Meetings Release Notes 24.09.03
- Dialpad Meetings Release Notes 24.08.27
- Dialpad Meetings Release Notes 24.08.09
- Dialpad Meetings Release Notes 24.07.30
- Dialpad Meetings Release Notes 24.07.09
- Dialpad Meetings Release Notes 24.07.02
- Dialpad Meetings Release Notes 24.06.25
- Dialpad Meetings Release Notes 24.06.15
- Dialpad Meetings Release Notes 24.06.11
- Dialpad Meetings Release Notes 24.06.05
- Dialpad Meetings Release Notes 24.05.28
- Dialpad Meetings Release Notes 24.05.21
- Dialpad Meetings Release Notes 24.05.07
- Dialpad Meetings Release Notes 24.04.30
- Dialpad Meetings Release Notes 24.04.23
- Dialpad Meetings Release Notes 24.04.16
- Dialpad Meetings Release Notes 24.04.08
- Dialpad Meetings Release Notes 24.03.26
- Dialpad Meetings Release Notes 24.03.19
- Dialpad Meetings Release Notes 24.03.05
- Dialpad Meetings Release Notes 24.02.27
- Dialpad Meetings Release Notes 24.02.20
- Dialpad Meetings Release Notes 24.02.09
- Dialpad Meetings Release Notes 24.01.16
- 2023
- Dialpad Meetings Release Notes 23.12.19
- Dialpad Meetings Release Notes 23.12.11
- Dialpad Meetings Release Notes 23.12.01
- Dialpad Meetings Release Note 23.11.03
- Dialpad Meetings Release Notes 23.10.27
- Dialpad Meetings Release Notes 23.10.20
- Dialpad Meetings Release Notes 23.10.13
- Dialpad Meetings Release Notes 23.10.02
- Dialpad Meetings Release Notes 23.10.20
- Dialpad Meetings Release Notes 23.09.13
- Dialpad Meetings Release Notes 23.08.24
- Dialpad Meetings Release Notes 23.06.16
- Dialpad Meetings Release Notes 23.06.03
- Dialpad Meetings Release Notes 23.05.05
- Dialpad Meetings Release Notes 23.03.30
- Dialpad Meetings Release Notes 23.02.23
- Dialpad Meetings Release Notes 23.02.09
- Dialpad Meetings Release Notes 23.01.20
- Dialpad Meetings Release Notes 23.11.21
- 2022
- Dialpad Meetings Release Notes 22.12.02
- Dialpad Meetings Release Notes 22.10.12
- Dialpad Meetings Release Notes 22.09.07
- Dialpad Meetings Release Notes 22.08.31
- Dialpad Meetings Release Notes 22.08.26
- Dialpad Meetings Release Notes 22.08.12
- Dialpad Meetings Release Notes 22.08.03
- Dialpad Meetings Release Notes 22.07.01
- Dialpad Meetings Release Notes 22.07.14
- Dialpad Meetings Release Notes 22.06.24
- Dialpad Meetings Release Notes 22.06.09
- Dialpad Meetings Release Notes 22.06.01
- Dialpad Meetings Release Notes 22.05.27
- Dialpad Meetings Release Notes 22.05.12
- Dialpad Meetings Release Notes 22.04.29
- Dialpad Meetings Release Notes 22.02.23
- Dialpad Meetings Release Notes 22.02.09
- Dialpad Meetings Release Notes 22.01.12
- Dialpad Meetings Release Notes 22.01.19
- Dialpad Meetings Release Notes 22.01.05
- Dialpad Meetings Rebrand
- 2021
- Dialpad Meetings Release Notes 21.11.17
- Dialpad Meetings Release Notes 21.10.27
- Dialpad Meetings Release Notes 21.09.17
- Dialpad Meetings Release Notes 21.10.06
- Dialpad Meetings Release Notes for 21.06.09
- Dialpad Meetings Release Notes for 21.12.08
- Dialpad Meetings Release Notes for 21.09.08
- Dialpad Meetings Release Notes for 21.09.29
- Dialpad Meetings Release Notes for 21.06.30
- Dialpad Meetings Release Notes for 21.07.14
- Dialpad Meetings Release Notes for 21.11.10
- Dialpad Meetings Release Notes for 21.09.03
- Dialpad Meetings Release Notes for 21.06.23
- Dialpad Meetings Release Notes for 21.09.22
- Dialpad Meetings Release Notes 21.12.01
- Dialpad Meetings Release Notes for 21.05.26
- Dialpad Meetings Release Notes for 21.10.20
- Dialpad Meetings Release Notes for 21.04.28
- Dialpad Meetings Release Notes for 21.06.02
- Dialpad Meetings Release Notes for 21.04.21
- Dialpad Meetings Release Notes for 21.05.05
- Dialpad Meetings Release Notes for 21.04.07
- Dialpad Meetings Release Notes for 21.03.31
- Dialpad Meetings Release Notes for 21.03.24
- Dialpad Meetings Release Notes for 21.03.17
- Dialpad Mobile Release Notes
- Android Release Notes
- Android Release Notes 24.10.29
- Android Release Notes 24.09.17
- Android Release Notes 24.09.03
- Android Release Notes 24.08.26
- Android Release Notes 24.08.13
- Android Release Notes 24.07.30
- Android Release Notes 24.06.18
- Android Release Notes 24.06.11
- Android Release Notes 24.05.14
- Android Release Notes 24.04.23
- Android Release Notes 24.03.26
- Android Release Notes 24.04.16
- Android Release Notes 24.03.19
- Android Release Notes 24.03.05
- Android Release Notes 24.02.27
- Android Release Notes 24.01.30
- Android Release Notes 24.01.16
- Android Release Notes 24.01.05
- Android Release Notes 23.12.12
- Android Release Notes 23.11.18
- Android Release Notes 23.10.13
- Android Release Notes 23.10.07
- Android Release Notes 23.09.08
- Android Release Notes 23.08.07
- Android Release Notes 23.08.01
- Android Release Notes 23.06.27
- Android Release Notes 23.06.15
- Android Release Notes 23.05.25
- Android Release Notes 23.05.08
- Android Release Notes 23.03.17
- Android Release Notes 23.02.24
- Android Release Notes 23.01.20
- Android Release Notes 22.10.28
- Android Release Notes 22.08.12
- Android Release Notes 22.07.13
- iOS Release Notes
- iOS Release Notes 24.12.17
- iOS Release Notes 24.11.05
- iOS Release Notes 24.06.18
- iOS Release Notes 24.05.14
- iOS Release Notes 24.05.02
- iOS Release Notes 24.04.23
- iOS Release Notes 24.04.16
- iOS Release Notes 24.03.19
- iOS Release Notes 24.03.05
- iOS Release Notes 24.02.23
- iOS Release Notes 24.02.21
- iOS Release Notes 24.01.30
- iOS Release Notes 24.01.16
- iOS Release Notes 23.12.21
- iOS Release Notes 23.12.01
- iOS Release Notes 23.11.18
- iOS Release Notes 23.11.06
- iOS Release Notes 23.10.13
- iOS Release Notes 23.08.10
- iOS Release Notes 23.07.20
- iOS Release Notes 23.07.12
- iOS Release Notes 23.05.29
- iOS Release Notes 23.05.19
- iOS Release Notes 23.04.24
- iOS Release Notes 23.04.10
- iOS Release Notes 23.04.02
- iOS Release Notes 23.03.24
- iOS Release Notes 23.03.17
- iOS Release Notes 23.02.16
- iOS Release Notes 23.01.20
- iOS Release Notes 22.12.02
- iOS Release Notes 22.10.28
- iOS Release Notes 22.07.08
- iOS Release Notes 22.06.06
- Android Release Notes
- Dialpad Meetings Mobile Release Notes
- Dialpad Meetings iOS Release Notes
- Dialpad Meetings iOS Release Notes 24.10.23
- Dialpad Meetings iOS Release Notes 24.05.14
- Dialpad Meetings iOS Release Notes 24.02.21
- Dialpad Meetings iOS Release Notes 23.01.20
- Dialpad Meetings iOS Release Notes 22.09.27
- Dialpad Meetings iOS Release Notes 22.07.26
- Dialpad Meetings iOS Release Notes 22.07.08
- Dialpad Meetings iOS Release Notes 22.06.13
- Dialpad Meetings Android Release Notes
- Dialpad Meetings Android Release Notes 24.12.17
- Dialpad Meetings Android Release Notes 24.10.21
- Dialpad Meetings Android Release Notes 24.06.18
- Dialpad Meetings Android Release Notes 24.05.14
- Dialpad Meetings Android Release Notes 24.05.07
- Dialpad Meetings Android Release Notes 24.04.30
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Ai Scorecard Analytics
Dialpad's Ai Scorecard analytics offers insights into team and agent performance through three dashboards: Team and Groups, Agents, and Scorecard. The Team and Groups dashboard shows daily scorecard grades and changes compared to the previous 30 days. The Agents dashboard provides data on interactions graded daily and overall percentage of graded calls. The Scorecard dashboard breaks down overall scores given for a scorecard and the number of calls graded. Users can access specific data by filtering through the Dialpad Admin Portal. Reports can be exported for further analysis. Specific meeting scores can be obtained by reviewing the call type column in the exported data.
Analytics tell you a lot about your business, providing you with the big picture and the minutia of individual moments. Dialpad's Ai Scorecard analytics organizes data into an easy-to-understand format, allowing instant insight into your team's and agent's performance.
Let's dive into the details.
Who can use this
Ai Scorecard analytics are available to Dialpad Support and Dialpad Sell and customers on Advanced and Premium plans.
To access scorecard analytics, you must be a Contact Center Admin or Supervisor.
Types of Ai Scorecard analytics
Ai Scorecard analytics is organized into three dashboards:
Team and Groups Dashboard: Provides insights on Ai Scorecard usage and grades within your teams, groups and graders.
Agents Dashboard: Provides insights on Ai Scorecards metrics for individual agents.
Scorecard Dashboard: Ai scorecard metrics per scorecard.
Let’s explore each dashboard.
Team and group dashboard
The Team and group analytics dashboard display Ai Scorecard data for Coaching Teams and Contact Centers.
This dashboard shows the number of scorecards graded daily (manually or by AI), the average scorecard grade, and changes compared to the previous 30 days.
To access team and group scorecard data:
Go to your Dialpad Admin Portal
Select Analytics
Navigate to Ai Scorecards
Select Teams and Groups
Filter the date range, and for specific teams and/or groups
Hover over a day to see the number of scorecards graded that day (manually or by Ai) and the average grade.
Located below the graph, the Teams and Groups Leaderboard displays the top-scoring groups across the office. Here, you’ll see the average grade, the perctange changed and how many interactions were graded per group.
Supervisors and admins can view a grader leaderboard, which displays the top graders (including Dialpad Ai), and how many calls were graded within the search period.
Agent dashboard
The Agents dashboard shows the number of interactions graded each day and the overall percentage of graded calls.
You can filter the data to view metrics for individual agents, or all agents within a specific date range.
To access agent scorecard data:
Go to your Dialpad Admin Portal
Select Analytics
Navigate to Ai Scorecards
Select Agents
Filter the date range, and for specific agents
The date range is based on when the calls occurred, not when they were graded.
When searching by all agents, the graph will show the number of calls graded each day, and the combined percentage of the calls graded.
The agent leaderboard provides a clear overview of your top performers. Here, you’ll see:
The agent's name
Their average grade
% Change
Number of graded calls
Tip
To view the total number of graded calls, select the number in the Calls Graded column.
Scorecard dashboard
The Scorecard dashboard provides a breakdown of the overall scores given for a scorecard, and how many calls were graded using the scorecard within the search period. You can search for calls based on the date graded, as well as the call date, grade date, or by the overall call feedback and comments.
To access scorecard data:
Go to your Dialpad Admin Portal
Select Analytics
Navigate to Ai Scorecards
Select Scorecards
Filter the date range, grader(s) and/or question(s)
By default, it will display all scorecards, over a 30-day period. You can filter by date, question, or scorecard name to drill into your scorecard performance.
The leaderboard displays teh following information for each scorecard:
Grader type (Ai, Manual or Suggestions by Ai)
Average grade
% change
Grade override (the number of grades that were manually override by a user)
Number of calls graded with the scorecard
Tips
You can search by all, some, or one scorecard. However, if you want to see the breakdown of each question and the average score for each question, only one scorecard can be selected during a given search period.
Select the scorecard name to see a list of calls that were graded with that scorecard. This will also provide a break down of the number of agents calls that have been manually overridden by a user.
Frequently asked question
Can I export my Ai Scorecard data?
Yes, each Ai Scorecard dashboard can be exported.
To export your Ai Scorecard data, filter the dashboard as needed, then select Export .CSV
Reports can be easily exported from the filtered call logs, or leaderboard data.
The Filtered Call Logs includes Ai scorecard details for calls graded within the given search period. This report contains:
Call ID
Agent ID
Internal number
Call type
Agent name
Scorecard name
Timezone
Call started
External number
Contact name
Scorecard ID
Date graded
Grade
Comment
The leaderboard export includes team and group/agent/scorecard leaderboard data from within the given search period and includes the:
Group/Agent/Scorecard name
Average grade
Percent change
Target kind (Contact Center vs. Coaching Group)
Number of graded interactions
Number of times the scorecard was used
Number of times the scorecard was overridden
How can I see meetings-specific Ai scorecard grades?
Currently, graded meetings and calls are combined into the same score on your leaderboards and graphs. To obtain specific meeting scores, you need to export the data and review the call type column to see if the interaction was a call or meeting.
Want to learn more about Ai Scorecards?
Head to this Help Center article to get all the details.