Dialpad WFM Release Notes 01.31.2025

Dialpad WFM is the center of your customer support team strategy and management, and we're always rolling out product updates containing new features, improvements and bug fixes.

Visit Dialpad WFM to take advantage of our latest improvements.

Let's take a look at what's new from our most recent release on January 31, 2025.

Improvements

Timezone improvements

We've simplified timezone management with a new global timezone picker. This new picker (found in the top navigation bar) lets you control the timezone of the content within each page from one place.

The timezone code is also now shown next to each location when selecting a timezone, e.g. New York, USA - Eastern.

Shift and activity coverage improvements

We’ve updated the coverage bar in the shift and activity schedule, making it easier to understand and personalize to your needs. You now have more control over how coverage is counted and additional clarity over which activity plan’s requirements you are viewing.

Activity plan improvements

You can now reorder the priority of activity and break rules using drag and drop, making it easier to make tweaks.

You can now select the timezone you want to use when adding an Activity Plan to the schedule.

We’ve also added a new loading state to keep you informed when generating schedules for a large number of agents or period of time.

Performance report improvements

When viewing a performance report for a single agent on a single day, you can now choose to view data in calendar days (0am to 11:59pm) or entire shifts. This improvement makes it easier to view overnight shifts or to focus on the performance of individual shifts if agents work more than one shift per day.

Critical bug fixes

Break rule bug

Some users reported that breaks weren’t being scheduled as expected within Activity Plans. This has now been fixed by scheduling break rules using the agent’s timezone.

Fill unscheduled time rule bug

A few users reported that some agents’ schedules were being “cut off” if they were in different timezone to admin when using the “fill unscheduled time” rule within Activity Plans. This has now been fixed by scheduling these rules using the agent’s timezone.

Other improvements

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

Happy Dialing!