Dialpad Release Notes 25.09.02

Margaret Beinarovics

Updated September 09, 2026 14:27

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.

Dialpad Agent Productivity report page displaying Agent states, Productivity metrics cards, and an agent Leaderboard table tracking metrics like log in time, break duration, and occupancy rates.

Agent productivity report

Easily download reports on agent performance and time-spent patterns to share or review later.

Dialpad Agent Productivity page displaying performance metrics and an expanded Export menu for scheduling or emailing report data.

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.

Dialpad WFM Performance report dashboard with an orange box highlighting an open date-picker calendar configured for multi-day date range selection above Adherence and Occupancy metrics.

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.

Dialpad WFM Schedule view displaying shift timelines, with an orange box highlighting the "Review optimisation" option in an activity context menu.

License transfer between offices for regional admins

Regional admins can now easily move licenses between offices, making management simpler and more flexible.

Dialpad Admin Licenses page with orange boxes highlighting the "Transfer" buttons for CCaaS and Dialpad Licenses sections.

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.

Dialpad Conversation History page featuring an orange box highlighting an expanded Expertise filter dropdown with options like Billing, Customer Experience, and Escalations selected.

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.

Dialpad Message Activity report dashboard displaying metric cards for total messages, SMS, MMS, and delivery rates, alongside a user leaderboard table.

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.

Dialpad ES User Search page featuring an orange box highlighting the Super Admin user table located directly above the main Members list.

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!