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 April 8th, 2025.
New
Mandatory security upgrade for all open signup users
Your security is our priority. Multi-factor authentication (MFA) is now a mandatory security feature for all users who authenticate with username and password. This crucial update is part of our commitment to safeguarding your account against unauthorized access. 
Use CSV exports to analyze agent performance
Now you can export workforce management performance data for agents, in CSV format. Review how agents compare with peers, across teams and trends over time, in your tool of choice. Understand drivers of under or over-performance by creating insights into adherence, occupancy, utilization, productivity and average conversation time.
New filters for Ai Agent history
We've added new filters to the Ai Agent History view to make it easier to identify opportunities to improve your Ai Agent's effectiveness. Use the new filters to quickly locate conversations where customers had unanswered questions or provided negative feedback, then improve your knowledge base to better address those topics. Start using these new filters today to ensure no customer question goes unaddressed..png)
Guru connector for Ai Agents
We've introduced a Guru Connector so you can effortlessly keep your Ai Agent knowledge up-to-date by automatically syncing with your Guru Knowledge Bases.
Improvements
Analytics support for long URLs
Now admins and users can filter by all Contact Centers needed in the target filter and navigate through Live dashboard, Web call history and Coaching hub (for example from the Live dashboard leaderboard to Web call history). This has not been yet applied to the Analytics tab, coming soon!
Ai Scorecard improvement
Previously, Ai Scorecards were scoring calls that had a missing transcript. Now, we don’t automatically score calls if only the call recording is present but not the transcript.
Critical bug fix
Speech coaching bug
Some users reported that speech coaching was not being displayed. We’ve fixed the issue and are happy to report speech coaching is displayed in the Assist tab.
Other improvements
We've also fixed some minor bugs and behind-the-scenes functionality, improving your overall experience with Dialpad.
Happy Dialing!