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Export cases to CSV in Connect Customer Cases - Amazon Connect Customer
PrerequisitesHow to export casesChoose columnsCSV file formatField value formattingDownload and confirmation

Export cases to CSV in Connect Customer Cases

Note

Cases export is currently available in the Canada (Central) Region (ca-central-1). Support for additional Connect Customer Cases Regions is coming soon.

When you search for cases in the agent workspace, you can select one or more cases and export them to a CSV file. The exported file contains the case field values you choose, formatted for use in spreadsheet applications such as Microsoft Excel or Google Sheets. This is useful for generating reports, sharing case data with stakeholders, or performing offline analysis.

Prerequisites

To export cases, the agent's security profile must include the Cases - Export permission. Without this permission, the Export button is not displayed in the case search view. Enabling Export automatically grants the View permission for Cases if it is not already granted. For information about configuring security profiles, see Security profile permissions for Connect Customer Cases.

How to export cases

  1. In the agent workspace, navigate to the case search view.

  2. Use search filters to find the cases you want to export.

  3. Select one or more cases using the checkboxes in the search results table.

  4. Choose the Export button. The export modal opens and shows the number of cases selected.

  5. In the export modal, choose the columns to include and then choose Export. For details, see Choose columns.

Choose columns to export

The Export cases modal showing the Columns to export multiselect dropdown with case fields selected.

In the export modal, you can select which columns to include in the CSV file:

  • By default, all columns currently displayed in the search results table are pre-selected.

  • Use the Columns to export multiselect dropdown to add or remove fields. You can type to filter the list.

  • You must select at least one column. The Export button is disabled when no columns are selected.

Choose Export to generate and download the CSV file, or choose Cancel to close the modal without exporting.

CSV file format

The exported CSV file has the following characteristics:

  • File name — The file is named Cases-export-YYYY-MM-DD.csv, where the date reflects when the export was initiated.

  • Encoding — UTF-8 with a byte order mark (BOM), which ensures correct character rendering when opening the file in spreadsheet applications.

  • Headers — The first row contains the display name of each selected field as a column header.

  • Column order — Columns appear in the same order as they are displayed in the search results table.

How field values appear in the CSV

The export supports all case field types. The following table describes how each type is formatted in the CSV output.

Field type How it appears in the CSV
Text Exported as-is.
Number Formatted according to the agent's locale settings.
Date/time Formatted using medium date style and short time style based on the agent's locale.
Boolean Displayed as True or False.
Single-select The option's display name is shown, not the internal value.
User The user's display name is resolved and shown.
Queue The queue's display name is shown.
Tags All tags are joined with commas.

Fields with no value are exported as an empty cell.

Download and confirmation

After you choose Export, the CSV file downloads immediately to your browser's default downloads folder. A success banner confirms the export and displays the file name.

If the export fails, an error banner is shown. Choose Export again to retry.