Less busywork. Clearer operations. More control.

Your team’s time belongs in the conversation.

Too much of it still goes into managing everything around it.

Moving a voicemail to the right team. Cleaning up digital queues. Rebuilding shift templates. Small tasks add up, especially when customers are waiting.

November’s release makes that work easier to manage, with clearer contact center workflows, connected outbound tools, simpler scheduling, and better performance insights.

Get customer follow-up to the right team

A voicemail should reach the people who can help.

Transfer voicemails across teams

Move a voicemail directly between offices, departments, and contact centers instead of forwarding it to one person. The receiving team can assign the right owner, while voicemail activity and analytics stay centralized, including transfer events and metrics.

Why it matters: Teams can hand off follow-up with clearer ownership and a shared record of what happened.

Keep digital work organized

Clear availability and consistent outcomes make conversations easier to manage.

See when agents are logged in and available

Agents can log in and out of the contact center with timestamps that help supervisors understand activity during each session. The off-duty label becomes Unavailable to describe availability while logged in. 

Why it matters: Your team gets a clearer view of when agents are logged in and available to help.

Manage digital interactions in bulk

Supervisors can select multiple digital interactions to reassign or end them together. When ending a group of conversations manually, they can apply the same disposition in one action.

Why it matters: Queue cleanup takes fewer repetitive steps, with more consistent ownership and outcome data.

Capture the outcomes that matter to your business

Custom Digital Contact Center Dispositions let agents record relevant outcomes during wrap-up across supported digital channels, from resolution and follow-up needs to workflow details tracked in a CRM or back-office system.

Why it matters: Consistent outcomes help supervisors understand customer needs and teams follow through.

Understand where callers leave the queue

Abandoned-call reporting now distinguishes queue abandons from ring-time abandons. Separating caller hang-ups during ringing from missed calls gives supervisors a more detailed view of drop-offs and avoids counting those hang-ups against agents as missed calls.

Why it matters: Teams can assess queue health and agent performance with more accurate context.

Connect outbound work to your existing systems

Run Dialer campaigns through your existing systems

The production Power Dialer API connects Dialpad Dialer with back-office workflows. Create and manage lead lists, launch campaigns, and add or remove leads while dynamic campaigns run. Configure local calling times, maximum attempts, Do Not Call scrubbing, and lines per agent, then send call outcomes back into your workflows.

Why it matters: Teams can scale outbound programs with less manual list management and fewer disconnected steps.

Spend less time building and checking schedules

Create and manage shift templates in one place

Build up to 20 shift templates in one form, with names and colors generated from the start and end times you enter. Review and edit them before saving.

Templates also have a dedicated home at Settings > Scheduling > Shifts. Search, sort, create, edit, or delete templates without opening a shift plan.

Why it matters: Setting up and maintaining schedules takes fewer repeated steps.

See four weeks of coverage at once

Turn on Dense mode in Shift View’s Display settings to fit a four-week schedule on one screen without horizontal scrolling. Compact blocks show start and end times, while a single badge collects indicators such as conflicts or time off. Hover to see full details and pending changes.

Why it matters: Managers can check coverage across the month without scrolling back and forth.

Finish deleting shifts from the published schedule

When a deleted or replaced draft shift is still live in the published schedule, a greyed-out Publish to delete block keeps it visible. Open it for an explanation and a Publish day action to complete the change.

Why it matters: Agents are less likely to remain scheduled and tracked for adherence against shifts you intended to remove.

Give teams clearer performance insights

See more of what drives outbound results

The refreshed Power Dialer dashboard adds a dedicated Machine detected rate, broken down by whether voicemail was left, plus richer campaign and agent metrics. Explore connected and unconnected calls, reasons, quality calls, handle time, and talk time. Filter results, open related calls in Conversation History where supported, or export a CSV.

Why it matters: Leaders can investigate campaign outcomes and agent performance in more detail.

Remove friction from everyday work

Write clearer messages and manage desk-phone paging

AI Writing in the Dialpad message composer can Polish, Formalize, Elaborate, or Shorten a draft, or follow a custom instruction. Review the suggestion before inserting it. Admins can also create and manage Paging Groups in the Admin Portal, assign desk phones as transmitters or receivers, and configure line keys without a support ticket.

Why it matters: Teams get faster message edits and admins get direct control over paging setup.

Prepare for telehealth visits

Patients can test their camera, microphone, speaker, and browser permissions before a telehealth appointment, switch devices, retry, or join even if an issue remains.

Why it matters: Patients can catch setup issues before appointments start, helping reduce troubleshooting and delays.

Keep work moving

November’s updates give your team more control over the work around each conversation, from who owns a voicemail to how a shift gets published and how campaign results are reviewed.

Fewer manual steps. Clearer records. More time to focus on customers.

To learn more, visit the Dialpad Help Center or connect with your Dialpad representative.