Gabi new blog testing

Build smarter operations from the ground up. Most organizations have more data than they know what to do with. The problem isn’t volume. It’s connection.

Workforce data that doesn’t reach supervisors in time. AI insights that never make it into the tools people actually use. Billing that requires a support call just to decode. Digital channels duct-taped together across three separate systems. August’s launch is about closing those gaps. New capabilities across real-time workforce intelligence, deeper AI insights, digital channel management, billing administration, and integrations make Dialpad a smarter, more connected platform — one where every interaction makes the entire operation better.

Smarter real-time workforce management

Staffing problems don’t wait around. August gives supervisors the tools to spot issues and fix them on the spot — before they ever affect service levels.

Spot and diagnose coverage gaps live

A new live coverage chart in the real-time dashboard shows how many agents are scheduled, skilled, and in adherence for each activity simultaneously. Three distinct signals mean you can instantly tell whether a coverage gap is a scheduling issue, a skills mismatch, or an adherence problem.Why it matters: Supervisors can diagnose the root cause of a gap in seconds and respond with the right fix — not just the fastest one.

Redeploy agents instantly from the live dashboard

The new redeployment panel lets you shift agents across activities directly from the Live Dashboard. Real-time availability, skill groupings, and a coverage preview show exactly what will happen before you commit to anything.Why it matters: Intraday staffing decisions that used to take minutes now take seconds — with full visibility into the downstream impact.

Let agents request time off directly inside WFM

Agents can now submit time-off requests — leave type, duration, manager notes and all — right inside the Dialpad WFM app. Requests land in a dedicated admin inbox for one-click approval, which automatically updates the live schedule.Why it matters: Time-off management lives entirely inside WFM, killing the fragmented back-and-forth email chain and keeping schedules accurate.

Fix adherence scores when calendar events get in the way

When an agent gets flagged as out-of-adherence during a synced calendar event, managers can now apply a one-off exception to correct the score. You can even fine-tune the exact time window rather than applying the exception across the whole block.Why it matters: Adherence data stays accurate, and nobody gets penalized for a calendar conflict that was totally expected.