Sherlock Calls
for Amazon Connect
Amazon Connect generates contact data at a scale that would make Watson blush. Sherlock cuts through it. Invite-only beta for Amazon Connect teams: investigate queue bottlenecks, trace routing failures, and correlate contact patterns with business outcomes — no CloudWatch query writing, no IAM gymnastics, no console navigation required.
TL;DR — What beta users get access to
- 1
Sherlock Calls for Amazon Connect is in invite-only beta — connecting via AWS credentials to give your contact center operations team natural language access to every call and metric from Slack. Beta users get dedicated onboarding.
- 2
Beta teams can ask Sherlock about their Amazon Connect environment: 'Which queues had the highest abandonment rate today?' 'Why did handle time spike in the afternoon?' — answered in under 5 seconds.
- 3
Sherlock correlates Amazon Connect CTR data, queue metrics, and agent performance with your CRM context. Apply now to be among the first Amazon Connect teams in the beta.
16M+
Amazon Connect interactions per day
0
CloudWatch queries to write
$1B
Amazon Connect annualized run rate (2025)
About Amazon Connect
What is Amazon Connect?
Amazon Connect is AWS's cloud-native contact center service, trusted by tens of thousands of customers globally and handling 16 million+ interactions daily. It reached a $1 billion annualized revenue run rate in Q3 2025 and was recognized as a Gartner Magic Quadrant Leader in CCaaS for the third consecutive year. It provides elastic scaling, pay-per-use pricing, AI-powered IVR (Amazon Lex), and native integration with the full AWS ecosystem.
About Sherlock Calls
What is Sherlock Calls?
Sherlock Calls is an AI call detective that lives in your Slack workspace. It connects to voice providers, CRMs, and ad platforms, then answers any question about your calls in plain English — in under 5 seconds, with no code, no new dashboards, and no SDK required. Think of it as a senior analyst always on call, inside the tools your team already uses.
Beta Setup
Connect Amazon Connect to Sherlock in 2 minutes
No code, no webhooks, no new dashboards. Beta users get direct onboarding support.
- 1
Connect via AWS credentials
Configure your AWS IAM credentials with read-only Amazon Connect access in the Sherlock Calls dashboard. No code changes, no Lambda functions, no CloudWatch configuration.
- 2
Add Sherlock to Slack
Install the Sherlock Calls Slack app to your workspace in one click. Your contact center team can start asking questions immediately.
- 3
Start investigating
Ask 'Show me real-time queue wait times across all queues' — Sherlock queries Amazon Connect, aggregates the data, and returns a sourced answer in under 5 seconds.
Beta Use Cases
What beta teams are asking Sherlock about Amazon Connect
- SC“Show me all contacts that waited over 10 minutes in queue today”
- SC“Which queues have the longest wait times right now?”
- SC“Why did call abandonment spike at 3pm yesterday across the support queue?”
- SC“Show me all contacts for phone number [X] in the last 30 days”
- SC“Which agents are currently available and which are in after-call work?”
Beta Features
What beta users can do with Amazon Connect
Contact Search
Search contacts by time range, channel, agent, or queue. Find specific interactions in seconds instead of navigating the AWS Console or writing CloudWatch queries.
Queue Monitoring
Real-time queue metrics — agents online, contacts waiting, oldest contact age. Spot service degradation immediately from a Slack question.
Agent Management
List agents, check routing profiles, and monitor real-time status across your entire Connect instance from plain English queries.
Multi-Channel
Investigate voice, chat, and task contacts from a single interface. Filter by channel type for focused, cross-channel analysis.
Infrastructure Correlation
Cross-reference Connect metrics with Datadog or CloudWatch to identify whether call quality issues originate in your AWS infrastructure.
Cost Analysis
Track per-minute costs and usage patterns across your Connect instance — on demand, without building cost explorer reports.
AI Tools
5 specialized tools, zero configuration
Sherlock picks the right tool automatically. You just ask in plain English — the AI knows which APIs to call and how to correlate the results.
Beta users get direct access to all tools below — with personal onboarding from the Sherlock team.
FAQ
Common questions about Sherlock + Amazon Connect
How does Sherlock Calls connect to Amazon Connect?
- Sherlock Calls connects to your Amazon Connect instance via AWS IAM credentials with read-only access to the Connect API. No code changes, no Lambda functions, no CloudWatch configuration, and no Connect Flows modification is required. Setup takes under 2 minutes.
Can Sherlock Calls replace CloudWatch for contact center investigation?
- For operational investigation, yes. Sherlock lets your contact center operations team ask questions in plain English from Slack — 'What caused the spike in abandoned calls at 3pm?' — without writing CloudWatch Insights queries or navigating the AWS Console.
What Amazon Connect data can Sherlock Calls access?
- Sherlock Calls can query Amazon Connect contacts, real-time queue metrics, historical performance data, agent status, routing profiles, and phone numbers. All data is accessed in real time via the Amazon Connect API.
Can Sherlock Calls monitor Amazon Connect queues in real time?
- Yes. Sherlock Calls queries real-time Amazon Connect queue metrics on demand — agents online, contacts waiting, oldest contact in queue, service level adherence — from a simple Slack question.
Can Sherlock Calls correlate Amazon Connect data with Datadog?
- Yes. Connect both Amazon Connect and Datadog to Sherlock Calls, and you can ask questions combining contact center data with infrastructure metrics — 'Was there a Datadog alert that coincided with the spike in contact failures at 3pm?'
Apply for early access to Sherlock + Amazon Connect
We're accepting a select group of beta users to shape the Amazon Connect integration. Tell us about your stack and we'll reach out personally if you're a fit.
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