Dialpad WFM is designed to optimize your contact center operations, and we're continuously releasing updates with new workforce management features, improvements, and bug fixes.
Let's take a look at what's new from our most recent release on September 30, 2025.
New
Track adherence using agent statuses
Admins can now map statuses to adherence reporting in Dialpad WFM. This gives you more accurate insights into what agents are doing, even during non-queue activities, based on their real statuses.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Business hours sync into Dialpad WFM
Your business hours set in Dialpad will now automatically sync with WFM. This keeps your queue settings and schedules accurate, even when your hours vary by day or week.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Activities management for Dialpad WFM
WFM activities now have their own space in Dialpad WFM Settings. From there, you can create, edit, or delete activities, confirm queue links for accurate reporting, and assign agents based on skill for automated scheduling.
Other improvements
We've also fixed some minor bugs and behind-the-scenes functionality, improving your overall experience with Dialpad.
Happy Dialing!
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