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HiveDesk Contact Center WFM

hivedesk.com

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Spec score 9.0 #4 of 52 in Employee Time Tracking Software

What it is

HiveDesk Contact Center WFM is cloud software for scheduling and tracking contact center work. Managers can set shifts with start and end times, recurring rotations, and assignments to queues, projects, or client accounts. It compares clock-in and clock-out records with schedules and reports late starts, early departures, and absences. Real-time dashboards, activity monitoring, and timesheets generated from tracked hours support oversight; managers can approve timesheets and export them as PDF or Excel. Administrators can configure periodic screenshots and view keyboard and mouse activity levels, but screenshots are unavailable on mobile. Asana is the listed integration for task-based time tracking; a REST API and webhooks support custom connections. HiveDesk does not directly connect to ACD or omnichannel routing platforms. It runs on web, iOS, Windows, macOS, Linux, and as an extension or API. Pricing starts at $5/user/month, with a 14-day trial and no free plan. The company states that data is encrypted at rest and in transit, hosted on AWS, and GDPR compliant; it does not hold several listed security certifications.

Spec sheet

What it does
HiveDesk combines contact-center scheduling, time tracking, adherence monitoring, attendance, leave management, timesheets and dashboards.Read 15 Oct 2026 · hivedesk.com
Product
HiveDesk offers contact center workforce management with agent scheduling, time tracking, schedule adherence, activity monitoring, and real-time dashboards.Read 4 Oct 2026 · hivedesk.com
Audience
HiveDesk describes its contact center WFM offering for inbound call centers, BPO operations, remote and hybrid contact centers, and multichannel support teams.Read 4 Oct 2026 · hivedesk.com
Platforms
HiveDesk lists desktop apps for Windows, macOS, and Linux, an iOS app, a Chrome extension, and a web app.Read 4 Oct 2026 · hivedesk.com
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.Read 4 Oct 2026 · hivedesk.com
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.Read 4 Oct 2026 · hivedesk.com
Support
HiveDesk provides a support site with getting-started, billing, best-practice, API, and other help article categories.Read 4 Oct 2026 · hivedesk.com
Headquarters
Louisville, Kentucky, United StatesRead 28 Sep 2026 · hivedesk.com
Founded
2011Read 28 Sep 2026 · hivedesk.com
ACD limitation
HiveDesk says it does not directly integrate with ACD or omnichannel routing platforms.Read 4 Oct 2026 · hivedesk.com
Activity monitoring
Desktop and Chrome clients capture periodic screenshots and keyboard and mouse activity levels while a timer runs.Read 15 Oct 2026 · hivedesk.com
Adherence
The system compares clock-in and clock-out times with scheduled shifts and reports late starts, early departures, and absences.Read 4 Oct 2026 · hivedesk.com
Agent scheduling
Managers can create recurring shifts, assign agents to queues or projects and adjust schedules intraday.Read 15 Oct 2026 · hivedesk.com
API documentation
The support site has an API section containing two help articles, rather than a large public reference or SDK catalog.Read 15 Oct 2026 · hivedesk.com
Attendance and leave
Agents can submit time-off requests for manager approval, with approved leave reflected in schedules.Read 15 Oct 2026 · hivedesk.com
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.Read 4 Oct 2026 · hivedesk.com
Company founding date
LinkedIn lists the company as founded in 2010, while HiveDesk's own history says the product was founded in 2011.Read 15 Oct 2026 · linkedin.com
Company headquarters
LinkedIn lists headquarters at 9931 Corporate Campus Dr., Suite 1400, Louisville, Kentucky 40223, United States.Read 15 Oct 2026 · linkedin.com
Company legal name
The privacy policy identifies the operator as Scalable Ventures, LLC.Read 15 Oct 2026 · hivedesk.com
Company size
LinkedIn lists HiveDesk as a privately held company with 11–50 employees.Read 15 Oct 2026 · linkedin.com
Dashboards
Real-time dashboards show who is working, idle or available and provide reporting by agent, queue and shift.Read 15 Oct 2026 · hivedesk.com
Documentation and support
HiveDesk provides getting-started, billing, best-practice, API and other help articles through its support center and knowledge base.Read 15 Oct 2026 · hivedesk.com
Exports
Timesheet and report data can be exported to Excel and PDF for payroll, accounting or invoicing workflows.Read 15 Oct 2026 · hivedesk.com
Integration
The listed native integration is Asana, allowing time tracking against Asana tasks.Read 15 Oct 2026 · hivedesk.com
Limit: analytics
A Software Advice reviewer says the product lacked the analytics they needed and customer service was not helpful.Read 15 Oct 2026 · softwareadvice.com
Limit: installation
A reviewer says new installations often require a Java update.Read 15 Oct 2026 · getapp.ca
Limit: reports
Reviewers report slow report generation, admin reports needing improvement and at least one desired report missing.Read 15 Oct 2026 · getapp.ca
Limit: support channels
A reviewer wanted live support or a customer-service telephone number instead of messaging-only support.Read 15 Oct 2026 · getapp.ca
Mobile limit
Screenshots are unavailable on mobile, which HiveDesk attributes to platform limitations.Read 4 Oct 2026 · hivedesk.com
Mobile limitation
The vendor says its mobile app is iOS-only; Android users are directed to the web dashboard or Chrome extension.Read 15 Oct 2026 · hivedesk.com
Monitoring
HiveDesk offers periodic screenshots and keyboard and mouse activity levels during work sessions, with screenshot frequency configurable by an administrator.Read 4 Oct 2026 · hivedesk.com
Multi-channel limitation
HiveDesk tracks phone, email, chat and social work through projects, but does not directly integrate with ACD or omnichannel routing platforms.Read 15 Oct 2026 · hivedesk.com
Offline behavior
The desktop client can continue tracking while offline and sync data when connectivity returns.Read 15 Oct 2026 · hivedesk.com
Overtime
The product tracks overtime and can flag overtime hours before payroll processing.Read 15 Oct 2026 · hivedesk.com
Ownership and revenue claim
Scalable Ventures describes HiveDesk as its current venture with consistent six-figure annual revenue; no funding round is stated on that page.Read 15 Oct 2026 · scalable.ventures
Praise: monitoring and reporting
Reviewers praise screenshots, activity rates, PDF reports and the ability to verify remote-worker hours.Read 15 Oct 2026 · getapp.ca
Praise: usability and setup
Reviewers repeatedly describe HiveDesk as easy to use, intuitive, simple to implement and quiet in the background.Read 15 Oct 2026 · getapp.ca
Privacy behavior
HiveDesk says employees can see monitoring, does not use stealth mode and does not record typed keystrokes.Read 15 Oct 2026 · hivedesk.com
Privacy compliance
The vendor states that HiveDesk follows GDPR-compliant data-handling practices.Read 15 Oct 2026 · hivedesk.com
Proprietary licence
HiveDesk explicitly describes the software as proprietary rather than open source.Read 15 Oct 2026 · hivedesk.com
Public API
A public API is available on request for custom integrations and reporting tools.Read 15 Oct 2026 · hivedesk.com
Rating on Apple App Store
The listing says it has insufficient ratings or reviews to display an overview.Read 15 Oct 2026 · apps.apple.com
Rating on Capterra
4.4 out of 5 from 27 reviewsRead 15 Oct 2026 · capterra.com
Rating on Chrome Web Store
5 out of 5 from 2 ratingsRead 15 Oct 2026 · chromewebstore.google.com
Rating on G2
4.4 out of 5 from 5 reviewsRead 15 Oct 2026 · g2.com
Rating on GetApp
4.4 out of 5 from 27 reviewsRead 15 Oct 2026 · getapp.com
Rating on Software Advice
4.4 out of 5 from 27 reviewsRead 15 Oct 2026 · softwareadvice.com
Schedule adherence
The system compares clock-in and clock-out times with scheduled shifts and reports late starts, early departures and absences.Read 15 Oct 2026 · hivedesk.com
Scheduling
Managers can create shifts with start and end times, recurring rotations, and assignments to queues, projects, or client accounts.Read 4 Oct 2026 · hivedesk.com
Security controls
HiveDesk states that data is encrypted with AES-256 at rest and TLS 1.2 or later in transit, with role-based access controls.Read 15 Oct 2026 · hivedesk.com
System requirements
The download page lists Windows 10+, macOS 10.8+, Ubuntu 18+, iOS 12+ and Chrome 88+ requirements.Read 15 Oct 2026 · hivedesk.com
Timesheets
Tracked hours produce timesheets with a manager approval workflow and PDF or Excel export.Read 15 Oct 2026 · hivedesk.com

Plans and prices

HiveDesk $5 a month $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 Read 4 Oct 2026 · hivedesk.com
Monthly $5 a month $5/user/month all features · minimum 3 users ($15/month) · no tiers or add-ons Read 15 Oct 2026 · hivedesk.com
Annual example (10 users) $600 a year $50/month · $600/year 20% annual saving · 10-user example Read 15 Oct 2026 · hivedesk.com

Every HiveDesk Contact Center WFM plan and price →

Strong points and limits

Strong points

  • Schedules recurring shifts and queue assignments
  • Reports late starts, early departures, and absences
  • Timesheets support manager approval and PDF or Excel export
  • REST API and webhooks support custom integrations

Limits

  • No direct ACD or omnichannel routing integration
  • Screenshots are unavailable on mobile
  • No SOC 2, ISO 27001, HIPAA, or PCI DSS certification
  • Paid plan starts at $5/user/month; no free plan

Who it suits

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

HiveDesk Contact Center WFM in depth

Read the full write-up

HiveDesk Contact Center WFM is cloud software for scheduling agents, tracking time, and monitoring adherence and activity. It is best for contact centers that want workforce controls and approved timesheets without relying on direct ACD connections. Its $5/user/month starting price is straightforward, but routing and certification limits narrow its fit.

Overview

HiveDesk brings shift planning, attendance reporting, activity monitoring, and timesheets into one service. Managers can assign work to queues, projects, or client accounts, while tracked hours flow into timesheets for approval and export. That combination suits teams that want operational visibility in the same system as time records, but buyers needing workforce data linked directly to routing platforms should look elsewhere.

Key features

Managers can set shift start and end times, create recurring rotations, and assign work across queues, projects, or client accounts. Skills-based scheduling, intraday management, and agent self-service are supported as well. These capabilities cover several day-to-day scheduling needs, although the absence of direct ACD or omnichannel routing integration means HiveDesk does not connect its plans to live routing activity.

Adherence reporting compares clock-in and clock-out times against scheduled shifts and identifies late starts, early departures, and absences. This gives managers a concrete way to spot attendance gaps; they still need to assess the reason for each exception before acting on it.

During work sessions, HiveDesk can capture periodic screenshots and measure keyboard and mouse activity. Administrators configure screenshot frequency, which lets teams set monitoring intensity to their needs. Screenshots are unavailable on mobile, so teams relying on mobile work sessions will not get the same visual oversight.

Timesheets are built from tracked hours, routed through manager approval, and exportable as PDF or Excel. This is useful when approved records need to move beyond the system in common document formats. The listed integration is Asana, which syncs tasks for time tracking; a REST API and webhooks provide routes for custom integrations, but not a direct ACD connection.

HiveDesk says it encrypts data at rest with AES-256 and in transit with TLS 1.2+, hosts the service on AWS, and supports role-based access controls. It also says it is GDPR compliant. It does not hold SOC 2, ISO 27001, HIPAA, or PCI DSS certifications; payment processing is handled by PCI DSS-compliant Chargebee. Buyers with formal certification requirements should treat that distinction as material.

Pricing

The HiveDesk plan costs $5/user/month, billed month to month, with cancellation at any time. All features are included, there is no minimum user count, and volume pricing is available through sales. An annual option is advertised as “Annual (save 20%).” A 14-day trial gives teams a short evaluation window, and there is no free plan.

Because the sole plan includes all features, there is no cheaper tier that drops scheduling or monitoring capabilities. The per-user model and lack of a minimum make it approachable for small teams, while larger operations can ask about volume pricing. The trial is the only free way to evaluate the product before paying.

Platforms

HiveDesk is a cloud service with web, iOS, Windows, macOS, Linux, API, and extension platforms. Its mobile screenshot limitation matters for teams whose agents work from phones or tablets.

Who it's for

HiveDesk is aimed at inbound call centers, BPO operations, remote and hybrid contact centers, and multichannel support teams. It is a stronger fit where managers need shift assignment, adherence reporting, activity visibility, and approved timesheets than where operations depend on direct ACD or omnichannel routing connections. Teams with strict certification requirements should also weigh its stated security limitations before choosing it.

Pros and cons

Pro: The $5/user/month plan includes all features, has no minimum user count, and can be canceled month to month.

Pro: Scheduling, adherence reports, configurable session screenshots, activity levels, and approved PDF or Excel timesheets cover several workforce tasks in one product.

Pro: Asana sync plus a REST API and webhooks offer a task integration and options for custom connections.

Con: No direct ACD or omnichannel routing integration limits its usefulness for centers that need WFM tied to routing data.

Con: It lacks SOC 2, ISO 27001, HIPAA, and PCI DSS certifications, which may rule it out for buyers with those requirements.

Con: Screenshots are unavailable on mobile, reducing monitoring coverage for mobile work sessions.

Alternatives

For a broader shortlist, compare Call Center Workforce Management Software or Employee Time Tracking Software.

Daktela WFM is worth considering if a free plan is important; its Admin plan is free for users without scheduled shifts.

Dialpad WFM may fit existing Dialpad users, and is also offered as a standalone product; pricing is discussed with a Customer Success Manager.

Naumen Workforce Management is an alternative for buyers considering self-hosted deployment; its Base WFM plan starts at 30,000 RUB/month and includes 20 users.

CommunityWFM offers Essentials for small and mid-size single-site contact centers under 100 agents, and Enterprise for larger, multi-site teams.

CCsuite is another paid option to compare.

GetWFM is a freemium alternative whose free Team plan allows unlimited employees, with limits of 3 teams, 1 timezone, and 1 month of history.

Pipkins Vantage Point is an alternative for buyers willing to contact sales for pricing and availability.

QStory Workforce Management is another option with plans discussed directly with the vendor.

Verdict

Choose HiveDesk if your contact center wants one per-user service for shift planning, adherence, activity monitoring, and approved timesheets at $5/user/month, without a user minimum. Look elsewhere if direct ACD or omnichannel routing integration or formal security certifications are essential; those are the clearest limits on its suitability.

Verdict

HiveDesk combines shift planning, adherence reporting, activity monitoring, and approved timesheets for contact center teams. Its integration and certification limits are important considerations alongside its $5/user/month starting price.

Where Specifiction places it

Alternatives to HiveDesk Contact Center WFMAll alternatives →