Workforce Management for Every Contact Center Role
Every role in a contact center works from the same data: hours, schedules, attendance, and activity. Here is what HiveDesk gives each of them.
QA Manager
Evidence of how agents spent their shift, to support your evaluations.
- Periodic screenshots from the desktop app and keyboard and mouse activity levels
- Time tracked against queues, projects, and tasks for each agent
- Free QA scorecard templates for inbound, sales, and technical support calls
Workforce Analyst
Clean historical hours, attendance, and adherence data for planning.
- Adherence report: check-in and check-out adherence by site
- Shrinkage report: scheduled vs actual hours and shrinkage % by agent and date
- Exports to PDF and Excel, plus a Public API available on request
Operations Manager
Who is working now, and how the day compares with the schedule.
- Ongoing Sessions view of who is working right now
- Scheduled Activity: present, absent, on leave, or not logged in for each shift
- Multiple sites and countries, with reports filtered by site and timezone
Finance Manager
Labor hours and overtime you can tie to clients and budgets.
- Hours by client, project, and agent from automatic time tracking
- Overtime report using your threshold and pay multiplier
- Invoices generated from tracked time, with tax rate and logo
HR Manager
Attendance, time off, and hours records in one place.
- Time-off requests and approvals, with policy limits in days
- Attendance records against every scheduled shift, plus holidays
- Overtime by agent, to spot who is carrying the load
Team Leads
Day-to-day tools to keep a team on schedule.
- Shift change requests that agents submit and leads review
- Overtime slots that agents commit to, with an Overtime Commitments report
- Daily email summaries, and the ability to manage breaks in live sessions
One Source of Hours for Everyone
In most contact centers, each team keeps its own version of the truth: payroll has the timesheets, workforce planning has the schedule, operations has the phone system, and HR has the leave calendar. When they disagree, someone spends a day reconciling spreadsheets.
HiveDesk records hours automatically from desktop, browser, and iOS apps, compares them with published shifts, and keeps time-off requests in the same system. Every role reads the same numbers, filtered to what they need.
HiveDesk is not a contact center platform. It does not route calls, forecast contact volume, or report handle time and first-contact resolution; those stay in your phone and WFM systems. It covers the workforce side: who worked, when, against which schedule, and on what. See contact center workforce management for the full feature set.
Pricing is the same for every role: $5 per user per month with every feature included, a minimum of three users, and a 14-day free trial with no credit card. HiveDesk has served remote and contact center teams on six continents since 2011.
Ready to Get Started?
Join teams worldwide who trust HiveDesk for workforce management, time tracking, and employee monitoring. $5/user/month, all features included.