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HiveDesk Contact Center WFM

APIyesFREEnoDOCS4/5
HC6.6#18of 52
outWeboutWindowsoutMacoutLinuxoutiOS

Ranked in Employee Time Tracking Software·Free trial·paid from $5/mo

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About

HiveDesk Contact Center WFM is cloud workforce management software for contact center operations. It brings together agent scheduling, time tracking, schedule adherence, activity monitoring, and real-time dashboards. Managers can create shifts with start and end times, recurring rotations, and assignments to queues, projects, or client accounts. Adherence reporting compares clock-in and clock-out times with scheduled shifts and flags late starts, early departures, and absences. During work sessions, administrators can configure periodic screenshots and see keyboard and mouse activity levels. Screenshots are unavailable on mobile. Timesheets come from tracked hours, support manager approval, and can be exported as PDF or Excel. Asana is the listed integration and syncs tasks for time tracking; custom integrations can use a REST API and webhooks. HiveDesk does not directly integrate with ACD or omnichannel routing platforms. The company says data is encrypted at rest with AES-256 and in transit with TLS 1.2+, hosted on AWS, and controlled with role-based access. It states GDPR compliance but does not hold SOC 2, ISO 27001, HIPAA, or PCI DSS certifications. The listed plan costs 5.00 USD per month per user, with a 14-day trial.

Who it is for

HiveDesk suits inbound call centers, BPO operations, remote and hybrid contact centers, and multichannel support teams that need scheduling, adherence reporting, and time records. Teams relying on direct ACD or omnichannel routing integration should note that it is not offered.

What is good

  • Recurring shifts can be assigned to queues, projects, or clients.
  • Adherence reports flag late starts, early departures, and absences.
  • Timesheets support approval and PDF or Excel export.
  • REST API and webhooks support custom integrations.
  • Listed plan has no minimum users.

What to know first

  • No direct ACD or omnichannel routing integration.
  • Screenshots are unavailable on mobile.
  • No SOC 2, ISO 27001, HIPAA, or PCI DSS certification.
  • No free plan.

Verdict

HiveDesk combines scheduling, attendance tracking, activity monitoring, and timesheets for contact center operations. Its API and webhooks offer a path for custom integrations, but it does not directly connect to ACD or omnichannel routing platforms.

Compared on employee time tracking software

Free plan
Nohivedesk.com
Paid from
$5/user/mohivedesk.com
Adherence tracking
Yeshivedesk.com
Intraday management
Yeshivedesk.com
Skills-based scheduling
Yeshivedesk.com
Agent self-service
Yeshivedesk.com
Deployment model
cloudhivedesk.com

Facts

Product
HiveDesk offers contact center workforce management with agent scheduling, time tracking, schedule adherence, activity monitoring, and real-time dashboards.hivedesk.com · 4 Oct 2026
Scheduling
Managers can create shifts with start and end times, recurring rotations, and assignments to queues, projects, or client accounts.hivedesk.com · 4 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
Monitoring
HiveDesk offers periodic screenshots and keyboard and mouse activity levels during work sessions, with screenshot frequency configurable by an administrator.hivedesk.com · 4 Oct 2026
Timesheets
Timesheets are generated from tracked hours, include a manager approval workflow, and can be exported as PDF or Excel.hivedesk.com · 4 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
ACD limitation
HiveDesk says it does not directly integrate with ACD or omnichannel routing platforms.hivedesk.com · 4 Oct 2026
Security
HiveDesk states that data is encrypted at rest with AES-256 and in transit with TLS 1.2+, hosted on AWS, and that the service is GDPR compliant with role-based access controls.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
Platforms
HiveDesk lists desktop apps for Windows, macOS, and Linux, an iOS app, a Chrome extension, and a web app.hivedesk.com · 4 Oct 2026
Mobile limit
Screenshots are unavailable on mobile, which HiveDesk attributes to platform limitations.hivedesk.com · 4 Oct 2026
Support
HiveDesk provides a support site with getting-started, billing, best-practice, API, and other help article categories.hivedesk.com · 4 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

Company

Founded
2011hivedesk.com · 28 Sept 2026
Headquarters
Louisville, Kentucky, United Stateshivedesk.com · 28 Sept 2026

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