HiveDesk Contact Center WFM is cloud software for scheduling and tracking contact center work. It combines agent schedules, time tracking, adherence reports, activity monitoring, and real-time dashboards. Managers can set shift times and recurring rotations, then assign work to queues, projects, or client accounts. The service compares clock records with schedules and reports late starts, early departures, and absences. During work sessions, administrators can configure periodic screenshots and view keyboard and mouse activity levels. Timesheets come from tracked hours, can be routed for manager approval, and can be exported as PDF or Excel. Asana task syncing is the listed integration; REST API access and webhooks support custom integrations. HiveDesk does not directly connect to ACD or omnichannel routing platforms. It states that data is encrypted at rest with AES-256 and in transit with TLS 1.2+, hosted on AWS, and protected by role-based access controls. Pricing starts at $5/user/month, with a 14-day trial and no free plan.
Who it is for
HiveDesk suits inbound call centers, BPO operations, remote and hybrid contact centers, and multichannel support teams that need scheduling and adherence tracking. It is available on web, iOS, Android, Windows, macOS, Linux, and as an API or extension.
What is good
- Schedules shifts, rotations, and work assignments.
- Reports lateness, early departures, and absences.
- Timesheets support manager approval and PDF or Excel export.
- Offers REST API and webhooks for custom integrations.
What to know first
- No direct ACD or omnichannel routing integration.
- Screenshots are unavailable on mobile.
- No free plan; starts at $5/user/month.
- Does not hold SOC 2, ISO 27001, HIPAA, or PCI DSS certifications.
Verdict
HiveDesk brings scheduling, time records, adherence reporting, and work-session monitoring together for contact center teams. Consider its ACD integration gap and certification limits when assessing fit.
HiveDesk Contact Center WFM plans and pricing
All plansCompared on employee time tracking software
- Free plan
- No
- Paid from
- $5/user/mo
- Adherence tracking
- Yes
- Intraday management
- Yes
- Skills-based scheduling
- Yes
- Agent self-service
- Yes
- Deployment model
- cloud
