Upon logging into Knowler you enter the management environment. The area is categorized under ‘Chats’, ‘Campaigns’ and ‘Users & Groups’. Within the Chats category you can see all executed chats. Filters for date, agents, survey options, success codes and blocked versus non-blocked chats and campaigns can be used.
When you select a chat conversation you can see at what date and time the chat took place, the duration, the agent, a satisfaction score with possible feedback and what success codes were added to the chat. Moreover, you can see the entire chat transcript including time stamps when the chat was forwarded.