Export case data

Export case data to analyze case information outside the application, share information with others, or keep a record of case activity.

You can export either a list of cases from the case workspace or the history of an individual case.

Before you begin

• Confirm you have permission to access the cases you want to export.
• Apply any filters you want included in the export.

The exported data reflects the information available at the time the export is created.

Export a list of cases

Export a snapshot of the current case list, including the visible columns.

1. Open the case list you want to export.
2. Apply any filters or sorting you want reflected in the export.
3. Select Export to Excel.

The exported file contains the cases currently displayed in the list.

Export a case history

Export the history of an individual case for auditing, review, or record keeping.

1. Open the case.
2. Open Case actions.
3. Select Export case history.

The exported history may include:

• Case details
• Conversation history
• Status changes
• Service-level information
• Time spent in each case status

The exported content depends on your organization's configuration.

Best practices

• Apply filters before exporting to reduce unnecessary data.
• Review exported data before sharing it with others.
• Handle exported files in accordance with your organization's security and privacy policies.
• Delete exported files when they are no longer required.

Troubleshooting

Reference

• Audit history and AI evaluation traces