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 September 2, 2025.
New
Agent productivity
Get a clear view of agent performance and time spent trends to keep your contact center running smoothly.
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Agent productivity report
Easily download reports on agent performance and time-spent patterns to share or review later.
Export monthly WFM performance data
Monthly insights made easy! View and export up to 31 days of WFM performance data to track key agent metrics like adherence and occupancy.
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Automated schedule adjustments in WFM
WFM now auto-fills schedule gaps when agent availability changes, no more manual monitoring! This keeps service levels steady and frees admins to focus on bigger things.
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License transfer between offices for regional admins
Regional admins can now easily move licenses between offices, making management simpler and more flexible.
New expertise filter
You can filter conversation history, Live dashboard, and digital session analytics reports by agent Expertise. This lets you focus on conversations and metrics tied to specific skills, so you get sharper insights with less effort.
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Message analytics report
You can now easily track SMS and MMS volume with the new Message analytics report. Easily view how messages are performing, keep an eye on delivery health, and track agent activity, all in one place.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
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Improvements
Enterprise support portal improvement
You’ll now see company admin info right on the ES company users page, with a direct link to their profile.
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Resubmit Rejected Port Requests
Admins can now handle rejected port requests faster, just check the reason, make updates, and resubmit directly from the Dialpad Admin Portal.
Critical bug fixes
Global contact center settings bug
Some users reported that the Enable automatic call recording backup setting appeared enabled in contact centers where it was actually disabled. This has been fixed!
Add admin access bug
A few users reported that giving admin access to another user caused the original office admin to lose their access. We’ve fixed this.
Other improvements
We've also fixed some minor bugs and behind-the-scenes functionality, improving your overall experience with Dialpad.
Happy Dialing!