Reporting: Changing Default Columns for All Users in Reports

Example Ticket: https://dirad.zendesk.com/agent/tickets/48755 

Overview: This article outlines the request to allow management staff to change and set default column views for all users in reports without requiring each user to manually adjust and save their own views.

Background: Currently, Genesys Cloud does not support setting system-wide default columns in reports. Each user must manually adjust their report views and save them under a custom name. Alternatively, a user can create a custom view and share it with others, but there is no centralized way for management to enforce a standard set of default columns for all users.

Issue Summary:

• Management staff wants the ability to set and enforce default minimum columns for all users.

• The current system only allows individual users to save and adjust their report views.

• Management can create and share a view, but users must manually apply it.

• The request for this functionality has been submitted to Genesys Cloud’s Idea Lab for consideration.

Current Actions Taken:

• A request for this enhancement has been raised with Genesys Cloud (Reference: Genesys Cloud Idea ANLS-I-846).

• The ticket has been placed in "Waiting on Genesys Ideas Lab" status.

• Discussions in previous meetings confirmed that Genesys Cloud does not currently support system-wide default column settings.

• Updates from Genesys are being monitored for potential roadmap inclusion.

Next Steps:

1. Continue tracking updates from Genesys regarding this feature request.

2. If no resolution is provided, consider escalating the request for prioritization.

3. Communicate with users about available workarounds, such as sharing custom views.

4. Provide training on how to manually save and apply custom views efficiently.

Conclusion: At this time, Genesys Cloud does not support system-wide default column settings. Management and IT teams must rely on manual adjustments or shared views as workarounds. Updates from Genesys will be monitored, and further action will be taken based on their response.