The working forecast option is only available in our Enterprise/Ultimate version of CommunityWFM.
Reviewing the cross-training matrix within a working forecast can provide critical insights into your workforce’s versatility and operational readiness.
By reviewing and aligning the matrix with forecasted demand, workforce managers can ensure that the system accurately reflects which activities agents are eligible to perform.
Navigate to Forecast > Working forecasts
To ensure the cross-training matrix aligns with your upcoming operational requirements, select the appropriate Working Forecast, typically the version of the forecast used for the most recent or upcoming publishing cycle.
On the left-hand navigation pane in the Working Forecast Staffing Requirements section, select Customize forecast cluster information.
Agent / Activity cross-training and reports
A new browser tab opens the Agent / Activity cross training and reports.
Cross-training Clusters
Select Review the agent cross-training clusters.
This report is a visual representation of the unique skill sets of your agent population. The more clusters you have, the less cross trained they are. This report can help highlight your training needs. For example: We have this subset of agents who handle these 5 Activities, and another subset of agents who only handle 4 of those 5 Activities, thus identifying the agent that can be trained on the 5th Activity.
Cross-training Matrix
Next, select Review the agent cross-training matrix.
This view provides a detailed visualization of your staffing landscape, allowing you to verify that each team member is mapped to the correct operational tasks.
Extra Credit
While the on-screen display is ideal for quick checks, by clicking the hamburger menu (☰) in the upper right you can export either matrix to a .csv or .xlsx (Excel) for a more customizable and in-depth analysis. Exporting the data allows you to apply custom filters, create pivot tables for skill-gap analysis, or share the cross-training status with other administrators.