Dialpad Release Notes 24.11.19

Dialpad's desktop app and web portal are designed to live at the center of your business communications, and we're always rolling out product updates containing new features, improvements and bug fixes.

Be sure to update your desktop app, or visit Dialpad’s web portal to take advantage of our latest improvements.

Let's take a look at what's new from our most recent release on November 19, 2024.

New

Auto answer for Contact Center

You can now set individual Contact Centers to automatically answer calls. Agents will hear a tone when a call is connected. Auto-answer works on the desktop app, web app, and Yealink or Polycom devices.

Fully Automated Ai Scorecards

With our fully automated Ai Scorecards, interactions are scored automatically, eliminating the need for manual grading. This makes it easier for for supervisors and graders to spot agents who may benefit from additional training and highlight top performers.

Agent off-duty timer

We've added a new global contact center setting that shows agents an off-duty timer. This timer tracks how long they've been in a custom off-duty status, making it easier to manage their time away from active duties.

Bulk backup call recording for Coaching teams and Contact Centers

Office admins and authorized users can access the global Contact Center and Coaching Team settings to back up call recordings to their connected Google Cloud Storage (GCP Bucket). Backups occur automatically after each agent or trainee call.

Bulk holiday updates

Admins and users can now create holiday hours and templates in the Global Contact Center or Global Department settings. These templates can be applied to specific groups or the entire office, simplifying bulk updates and ensuring consistent scheduling.

Incoming Call Whisper

The new Contact Center whisper message feature plays a custom message to the agent upon receiving a call. Only the agent can hear the message, and it works with both auto-answer and manual calls.

Voicemail Management

Dialpad’s new Voicemail Management feature lets managers assign voicemails to specific agents (or themselves) for the right follow-up. Agents, Supervisors, Operators, and Coaches can also leave notes when resolving voicemails, explaining the resolution and discussion.

Missed call limits

With missed call limits feature, allows agents to remain on-duty if they miss or reject a call, rather than being automatically set to off-duty. This can be enabled at the Office or individual Contact Center level, with options to keep agents on-duty or set them to off-duty after a certain number of missed calls.

Improvements

Call transfer analytics improvement