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HiveDesk Contact Center WFM
What HiveDesk Contact Center WFM is
HiveDesk Contact Center WFM is cloud software for scheduling and tracking work across contact center teams. It combines agent schedules, time tracking, schedule adherence, activity monitoring, and real-time dashboards. Managers can set shifts with start and end times, create recurring rotations, and assign work to queues, projects, or client accounts. The service checks clock-in and clock-out records against scheduled shifts, then reports late starts, early departures, and absences. During work sessions, administrators can configure periodic screenshots and view keyboard and mouse activity levels. Timesheets draw on tracked hours, pass through a manager approval workflow, and can be exported as PDF or Excel files.
Asana is the listed integration, with tasks synced for time tracking. Custom integrations can use the REST API and webhooks. HiveDesk does not directly connect to ACD or omnichannel routing platforms. The company 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. It says the service is GDPR compliant. The product is aimed at inbound call centers, BPO operations, remote and hybrid contact centers, and multichannel support teams.
Who it suits
HiveDesk suits inbound call centers, BPO operations, and remote or hybrid teams that need to schedule shifts and track adherence. Its queue, project, and client assignments also suit multichannel support teams managing work across those categories.
What it does well
- Create recurring shifts and assign them to queues, projects, or client accounts.
- Reports flag late starts, early departures, and absences.
- Timesheets include manager approval and PDF or Excel export.
- Includes adherence tracking, intraday management, skills-based scheduling, and agent self-service.
- REST API and webhooks support custom integrations.
What to know first
- Does not directly integrate with ACD or omnichannel routing platforms.
- Screenshots are unavailable on mobile.
- Does not hold SOC 2, ISO 27001, HIPAA, or PCI DSS certifications.
Limits
The paid plan starts at $5 per user per month and includes all features, with no minimum users. The free trial lasts 14 days; there is no free plan.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| HiveDesk | $5/user/month; month-to-month, cancel anytime; annual option says “Annual (save 20%)” · per user · all features included · no minimum users · volume pricing by contacting sales | $5 a month |
| Monthly | $5/user/month · all features · minimum 3 users ($15/month) · no tiers or add-ons | $5 a month |
| Annual example (10 users) | $50/month · $600/year · 20% annual saving · 10-user example | $600 a year |
As hivedesk.com lists them, read 4 Oct 2026. The maker's own page has the final word.
Getting started
- Visit the HiveDesk Contact Center WFM website.
- Choose the HiveDesk plan, billed at $5 per user per month, or review its annual option marked “save 20%.”
- Start the 14-day free trial.
- Create shifts and assign them to queues, projects, or client accounts.
- Use the web app or one of the listed iOS, Linux, macOS, or Windows platforms.
Verdict
Choose HiveDesk if your contact center needs shift scheduling, adherence reporting, tracked timesheets, and configurable activity monitoring in a cloud service. Consider the ACD limitation and the stated certification limits when assessing it for your operation.
Questions
How much does HiveDesk Contact Center WFM cost?
The HiveDesk plan is $5 per user per month, billed month to month, with an annual option marked “Annual (save 20%).” It includes all features, has no minimum users, and offers volume pricing through sales.
Is there a free plan or trial?
There is no free plan. A 14-day free trial is available.
Which platforms are supported?
Listed platforms are API, extension, iOS, Linux, macOS, web, and Windows. Screenshots are unavailable on mobile.
Does HiveDesk integrate with ACD or omnichannel routing platforms?
HiveDesk says it does not directly integrate with ACD or omnichannel routing platforms. Asana is the listed integration, and custom integrations can use the REST API and webhooks.
What security certifications does HiveDesk hold?
HiveDesk says it is GDPR compliant and uses AES-256 encryption at rest, TLS 1.2+ in transit, AWS hosting, and role-based access controls. It does not hold SOC 2, ISO 27001, HIPAA, or PCI DSS certifications; payment processing is handled by PCI DSS compliant Chargebee.
Who makes HiveDesk and where is it based?
HiveDesk was founded in 2011 and is headquartered in Louisville, Kentucky, United States.
Facts from HiveDesk Contact Center WFM's own pages
- ACD limitation
- HiveDesk says it does not directly integrate with ACD or omnichannel routing platforms. · hivedesk.com, 4 Oct 2026
- Activity monitoring
- Desktop and Chrome clients capture periodic screenshots and keyboard and mouse activity levels while a timer runs. · hivedesk.com, 15 Oct 2026
- Adherence
- The system compares clock-in and clock-out times with scheduled shifts and reports late starts, early departures, and absences. · hivedesk.com, 4 Oct 2026
- Agent scheduling
- Managers can create recurring shifts, assign agents to queues or projects and adjust schedules intraday. · hivedesk.com, 15 Oct 2026
- API documentation
- The support site has an API section containing two help articles, rather than a large public reference or SDK catalog. · hivedesk.com, 15 Oct 2026
- Attendance and leave
- Agents can submit time-off requests for manager approval, with approved leave reflected in schedules. · hivedesk.com, 15 Oct 2026
- Audience
- HiveDesk describes its contact center WFM offering for inbound call centers, BPO operations, remote and hybrid contact centers, and multichannel support teams. · hivedesk.com, 4 Oct 2026
- Certification limits
- HiveDesk says it does not hold SOC 2, ISO 27001, HIPAA, or PCI DSS certifications; payment processing is handled by PCI DSS compliant Chargebee. · hivedesk.com, 4 Oct 2026
- Company founding date
- LinkedIn lists the company as founded in 2010, while HiveDesk's own history says the product was founded in 2011. · linkedin.com, 15 Oct 2026
- Company headquarters
- LinkedIn lists headquarters at 9931 Corporate Campus Dr., Suite 1400, Louisville, Kentucky 40223, United States. · linkedin.com, 15 Oct 2026
- Company legal name
- The privacy policy identifies the operator as Scalable Ventures, LLC. · hivedesk.com, 15 Oct 2026
- Company size
- LinkedIn lists HiveDesk as a privately held company with 11–50 employees. · linkedin.com, 15 Oct 2026
- Dashboards
- Real-time dashboards show who is working, idle or available and provide reporting by agent, queue and shift. · hivedesk.com, 15 Oct 2026
- Documentation and support
- HiveDesk provides getting-started, billing, best-practice, API and other help articles through its support center and knowledge base. · hivedesk.com, 15 Oct 2026
- Exports
- Timesheet and report data can be exported to Excel and PDF for payroll, accounting or invoicing workflows. · hivedesk.com, 15 Oct 2026
- Founded
- 2011 · hivedesk.com, 28 Sept 2026
- Headquarters
- Louisville, Kentucky, United States · hivedesk.com, 28 Sept 2026
- Integration
- The listed native integration is Asana, allowing time tracking against Asana tasks. · hivedesk.com, 15 Oct 2026
- Integrations
- The listed integration is Asana; HiveDesk says it syncs Asana tasks for time tracking, and offers a REST API and webhooks for custom integrations. · hivedesk.com, 4 Oct 2026
- Limit: analytics
- A Software Advice reviewer says the product lacked the analytics they needed and customer service was not helpful. · softwareadvice.com, 15 Oct 2026
- Limit: installation
- A reviewer says new installations often require a Java update. · getapp.ca, 15 Oct 2026
- Limit: reports
- Reviewers report slow report generation, admin reports needing improvement and at least one desired report missing. · getapp.ca, 15 Oct 2026
- Limit: support channels
- A reviewer wanted live support or a customer-service telephone number instead of messaging-only support. · getapp.ca, 15 Oct 2026
- Mobile limit
- Screenshots are unavailable on mobile, which HiveDesk attributes to platform limitations. · hivedesk.com, 4 Oct 2026