Workforce Management SaaS considerations

Some Workforce Management (WFM) features have specific considerations in a SaaS environment.

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

Feature	Consideration	Recommendations
WFM What if Mode	What if Mode is not supported in a Cloud environment.	Use future campaign scheduling periods: Create a What if campaign Use Staffing Profiles Use Planner (offline)
Special Activities	Tenants cannot modify their own special activities within WFM. The global Special Activities are defined at the top-level organization and are viewable by all tenants.	The Service Provider can modify tenant-specific special activities, where available.
Branch Forecasting	Branch Forecasting with WFM is not supported in a multi-tenant enabled environment.	N/A
Request Management Feature Settings	Tenants cannot modify these settings.	The Service Provider can modify these settings if needed. Do not change the default settings when a system is initially set up and configured. Only consider making changes when specific, serious issues with system performance and request processing occur. These issues can occur when an extremely high volume of requests are submitted in a short time. Before making any changes, check with Technical Support.
Request Management Feature Settings: Run the global waitlist scan at: Only process waitlists during the global scan	When run automatically, the waitlist scan might run at the same time the schedule is being published, causing discrepancies between the schedule and requests.	Configure a date and time to run waitlist scans (at a time when the schedule is not being published): Go to System Management. Under General Settings, select Feature Settings and the Request Management tab. Under Time off pool processing, configure the following: In Run the global waitlist scan at:, select a time to run the waitlist scan. (Time zone setting depends on the tenant configuration.) To only run the waitlist scan at the configured time, select Only process waitlists during the global scan.
The following adapters: Cisco - ASCM for ICM HDS Cisco - STCI for ICM HDS Cisco - CSI for ICM HDS V8 (via Microsoft JDBC)	When using the SQLSERVER database type: Integrated Security (Windows Authentication), connections to Cisco HDS are not supported due to lack of domain trust.	Configure with Integrated Security = false. Use SQL authentication to connect to Cisco HDS.
Aspect - STCI for Unified IP adapter.	The adapter is unsuitable for deployment on MT SaaS environments.	N/A