Dialpad Release Notes 25.02.04

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 February 04, 2025.

New

Priority agent routing

With our new agent priority routing setting, inbound and outbound callbacks will try to route the customer to the last agent who handled their call. If that agent isn’t available, the call will follow the Contact Center’s business and holiday routing rules.

Ai Settings

We've added a new Ai Settings section to the Company Settings and Office Settings pages.

There's also a new toggle in Personal Settings to manage Ai feature access. These updates give admins and users more control over whether their data is used for Ai training, making Ai settings clearer and more customizable.

Improvements

WFM - Time zone improvement

We have improved the global time zone picker to ensure a consistent time zone across the app, rather than relying on the browser's default. This gives customers more control and accuracy.

In the agent timeline view, admins can now switch between viewing data by calendar days or complete shifts. This helps when shifts span multiple time zones (e.g., overnight), providing more flexibility in how data is viewed.

WFM - Coverage bar control improvement

We've improved the schedule activity view to provide better visibility into staffing levels across queues and activities throughout the day. The improved Queue and Activity Plan Coverage features offer greater control over workforce planning.

Critical bug fixes

Agents on call filter bug

Some users reported that changes to filters within the Monitor Agent Availability view were not being saved. This has been fixed!

Export company contacts bug

A few users reported that when exporting shared company contacts, they were unable to download all pages at once. We've fixed this.

Bulk download bug

Some users reported that they were unable to download the file when bulk downloading calls with voicemails. This has been fixed!

Other improvements

We've also fixed some minor bugs and behind-the-scenes functionality, improving your overall experience with Dialpad.

Happy Dialing!