System-wide SaaS considerations

Some system-wide features have specific considerations in a SaaS environment.

Considerations are indicated for each feature with recommendations on how to approach the feature implementation in the SaaS solution.

Feature	Consideration	Recommendations
Start day of the week and fiscal year settings	Start days of the week and fiscal year are set up initially for the system when the Warehouse Database is installed. The default settings are Monday and the Gregorian calendar, which all tenants share.	If a tenant requires different settings than the default start day of the week and fiscal year settings, a separate instance with those settings should be defined.
Unique naming	Several elements that the tenant can configure must be uniquely named on the platform.	Tenants must adopt the unique system naming conventions as described in this guide.
Sharing dashboards	Tenants can create and share dashboards within their organization. When a user shares a dashboard, they can select to share it with organizations, groups, or people to whom the user is scoped.	It is recommended that the Service Provider not create or share dashboards. If the Service Provider needs to create a dashboard on behalf of a tenant, they must do so by signing in as a user within the tenant organization.
Localizations	In a SaaS environment, the language defined during system installation and the language selected while using the application can differ. The platform is installed with localized seed data in only one language. System messages created throughout the lifetime of the environment are in the default system language. The default system language is used when no other user language preference is applied. It is designated during system installation, but can be changed afterward. The default value for this setting is English, and other languages are available. A user accessing the application through a browser can select a different (supported) language preference, and all interfaces target their preferred language. However, there is text found in the database seed data, and system messages created using the default system language, that are not translated. This text remains in the language selected at the time of the database installation. Examples of language defined during system installation that cannot be changed can be found in reports and activities.	The Service Provider determines the supported languages when selecting the SQL collation, and therefore must select the collation that supports all tenants required languages. For full details on SQL collation requirements, see the Technology, Security & Network Integration Deployment Reference Guide. The Service Provider needs to inform tenants that different languages can appear while using the system in a SaaS environment. Users can change the language of the user interface, which applies to all status UI elements. It does not change the language of system messages or dynamic objects such as text boxes.
Enterprise Manager	System Management functions in the Enterprise Manager are not available to tenants.	The Service Provider manages System Management functions.
Role management	Tenants that are assigned a license can manage their own user roles and privileges. The tenant's license determines the roles and privileges that the Tenant Administrator can view. If tenants are not assigned a license, the Service Provider continues to manage user roles and privileges for the tenant.	Assigning a license to a tenant is the preferred method for enforcing access rights to the application.
Default Tenant Administrator role	From WFO V15.2 HFR7 716 package, a default Tenant Administrator role is available in the root organization. The default Tenant Administrator role is assigned the same set of privileges as the Administrator role to perform administration and user management functions. The default Tenant Administrator role does not include privileges that are not multi-tenant enabled or privileges for which the tenant is not licensed. If a tenant is not licensed, the Service Provider controls privileges tied to licenses. Note the following: When the tenant entity is created, the default Tenant Administrator user is created and is automatically assigned the default Tenant Administrator role. The tenant can choose not to create the default Tenant Administrator user, although this is not recommended. The default Tenant Administrator role is shared across all tenants, and any modifications to the role affect all Tenant Administrator users across all tenants. If the Tenant Administrator user’s access rights are edited and saved in the User Access Rights screen (even if no change is made), the default Tenant Administrator role assignment is revoked for the user. Because the default Tenant Administrator role is not visible to tenant users, some features may be impacted. For example, tenant users cannot configure alerts for the default Tenant Administrator role, and some entities cannot be assigned to the Tenant Administrator role in the Assignment Manager.	If the tenant requires an administrator role with different privileges than those assigned to the default Tenant Administrator user, they should create a new role assigned with the relevant privileges.
Data Source Configuration	Tenants cannot create their own data sources or source groups.	The Service Provider creates data sources and Work Queue Group Mappings on behalf of tenants.
User Import using the ASI adapter	Tenants can manage user imports using the ASI adapter by signing files with a Tenant API key. The Tenant API key ensures that tenants can only access data belonging to their own organization.	The Service Provider is responsible for turning the fis.asi.mt.check.enable feature flag on.
Secure fields for User-Defined Fields (UDF)	Tenants that are not assigned a license can create their own UDFs, but the Service Provider must enable them so that tenants can view and use them. Tenants that are assigned a license can enable their own UDFs.	For tenants without a license, the Service Provider needs to enable the UDFs per role (View/Edit privileges).
Custom captions per tenant	Tenants can use the Caption Editor to customize captions displayed in Interactions and Risk Management. In all other applications, the default captions are still displayed.	N/A
Assignment Manager entities	The tenant is responsible for assigning access to the following entities in the Assignment Manager: Folders: All Evaluations, Assessments, My Evaluations (Employee), My Interactions (Employee), and Inbox Global flags and folders: Forward to Agent, Require Attention and Customer Complaints Custom flags and folders Shared Inboxes Evaluation and assessment forms When accessing the Assignment Manager, the Tenant Administrator can view entities belonging to the organization they have scope over, and entities belonging to the organization's parent organization and sub-organizations.	The Service Provider is responsible for assigning access to CCDs, analysis reports, and Speech Analytics projects.
Data Extract/Database access to the system database	Direct Database access is not available. Typically, data extract could be provided. This feature is custom-scoped for each situation.	Consult with Services personnel.
SDK Integrations	This feature is custom-scoped for each situation.	Consult with Services personnel.
Notifications	Service Providers must have the “View System Alerts Rules” privilege to access the System Alert rule screen and create system alerts. The Campaign selection list is filtered based on the access rights and scope assigned to the signed-in user. The list of organization notification rules and the list of actions in notification rules are filtered according to the privileges included in the roles defined for the tenant root organization of the signed-in user.	N/A
Migration of historical information (Queue, Employee, Holiday Records, Interactions Evaluations, Speech Analytics findings, KPI scores)	This feature is custom-scoped for each situation.	Consult with Services personnel.
Self-registration	This feature is not available in a multi-tenant environment.	N/A
Integration service adapters	Adapters are not multi-tenant enabled.	Service providers must manage all adapters.
Application user authentication methods	Specific authentication methods are supported in a multi-tenant environment.	The Service Provider must ensure that the system is configured according to the guidelines in the Application user authentication methods topic.
Network configurations	Before a system deployment, specific site preparations and network requirements must be implemented, depending on system and customer requirements. Examples include: Ensuring audio recorders have direct access to supervisor workstations for RTM (only for RTM configurations that adhere to network requirements) Ensuring minimum bandwidth and latency requirements are met (This list is not exclusive.)	For full details on all site requirements before deployment, see the Technology, Security & Network Integration Deployment Reference Guide.