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HiveDesk Contact Center WFM
Louisville, Kentucky, United States
What it is
HiveDesk Contact Center WFM is cloud software for scheduling and tracking contact center work. It combines agent scheduling, time tracking, adherence reports, activity monitoring, and real-time dashboards. Managers can set shift start and end times, recurring rotations, and assignments to queues, projects, or client accounts. Adherence reports compare clock-in and clock-out records with scheduled shifts and identify late starts, early departures, and absences. During work sessions, administrators can configure periodic screenshots and view keyboard and mouse activity levels; screenshots are unavailable on mobile. Timesheets are generated from tracked hours, can pass through manager approval, and can be exported as PDF or Excel. Asana is the listed integration for syncing tasks to time tracking. Custom integrations can use a REST API and webhooks, but HiveDesk does not directly integrate with ACD or omnichannel routing platforms. HiveDesk says it encrypts data at rest with AES-256 and in transit with TLS 1.2+, hosts on AWS, and uses role-based access controls. The service is GDPR compliant, but does not hold SOC 2, ISO 27001, HIPAA, or PCI DSS certifications. Pricing starts at $5/user/month, with a 14-day trial.
For and against
For
- Schedules shifts, rotations, queues, projects, and accounts
- Tracks adherence and flags late starts and absences
- Timesheets support approval and PDF or Excel export
- 14-day trial is available
Against
- No free plan; starts at $5/user/month
- No direct ACD or omnichannel routing integration
- Screenshots are unavailable on mobile
- Does not hold SOC 2, ISO 27001, HIPAA, or PCI DSS certifications
The verdict
HiveDesk combines workforce scheduling with time, adherence, and activity tracking, plus timesheet approvals and exports. Check its routing integration gap, mobile screenshot limit, and stated certification limits before choosing it.
Who it suits
HiveDesk describes the service for inbound call centers, BPO operations, remote and hybrid contact centers, and multichannel support teams. It may suit managers who need shift planning alongside adherence tracking and timesheets.
Plans and prices
Monthly
all features · minimum 3 users ($15/month) · no tiers or add-ons
Read 15 Oct 2026 · hivedesk.com
Annual example (10 users)
20% annual saving · 10-user example
Read 15 Oct 2026 · hivedesk.com
HiveDesk
per user · all features included · no minimum users · volume pricing by contacting sales
Read 4 Oct 2026 · hivedesk.com
On the record
- ACD limitation
- HiveDesk says it does not directly integrate with ACD or omnichannel routing platforms.hivedesk.com · read 4 Oct 2026
- Activity monitoring
- Desktop and Chrome clients capture periodic screenshots and keyboard and mouse activity levels while a timer runs.hivedesk.com · read 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 · read 4 Oct 2026
- Agent scheduling
- Managers can create recurring shifts, assign agents to queues or projects and adjust schedules intraday.hivedesk.com · read 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 · read 15 Oct 2026
- Attendance and leave
- Agents can submit time-off requests for manager approval, with approved leave reflected in schedules.hivedesk.com · read 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 · read 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 · read 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 · read 15 Oct 2026
- Company headquarters
- LinkedIn lists headquarters at 9931 Corporate Campus Dr., Suite 1400, Louisville, Kentucky 40223, United States.linkedin.com · read 15 Oct 2026
- Company legal name
- The privacy policy identifies the operator as Scalable Ventures, LLC.hivedesk.com · read 15 Oct 2026
- Company size
- LinkedIn lists HiveDesk as a privately held company with 11–50 employees.linkedin.com · read 15 Oct 2026
- Dashboards
- Real-time dashboards show who is working, idle or available and provide reporting by agent, queue and shift.hivedesk.com · read 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 · read 15 Oct 2026
- Exports
- Timesheet and report data can be exported to Excel and PDF for payroll, accounting or invoicing workflows.hivedesk.com · read 15 Oct 2026
- Integration
- The listed native integration is Asana, allowing time tracking against Asana tasks.hivedesk.com · read 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 · read 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 · read 15 Oct 2026
