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 is for
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 is good
- 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.
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.
Get started with HiveDesk Contact Center WFM
- 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.
Limits to know first
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.
Questions about HiveDesk Contact Center WFM
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.
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
