Sherlock Calls
for Genesys Cloud + Synthflow
Genesys Cloud manages enterprise contact center interactions and routing. Synthflow orchestrates no-code voice AI workflows for any use case. When you need to investigate across both, the evidence is split between two dashboards neither of which knows the other exists. Sherlock Calls bridges them — no code, no exports, no manual joins. Ask once from Slack and get a sourced answer in under 5 seconds.
TL;DR — What beta users get access to
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Sherlock Calls connects to Genesys Cloud, Synthflow simultaneously — read-only, no code changes, no webhooks — and lets you query both with a single Slack message.
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Ask questions that neither Genesys Cloud nor Synthflow can answer alone. Genesys Cloud shows queue KPIs — not how they connect to revenue or churn. Synthflow shows workflow metrics — not which calls produce downstream business results. Sherlock deduces the complete picture from both.
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No dashboard switching, no manual joins, no fog of uncertainty — ask in Slack and receive a sourced answer with evidence from every connected provider in under 5 seconds. The game is afoot.
<5s
Answer to any contact center + voice AI query
2
Connected platforms, 1 Slack question
0
Code changes or webhooks required
The Investigation Gap
What's invisible when you use Genesys Cloud + Synthflow without Sherlock
Each platform shows you its own data. But the questions that matter most live in the gaps between them.
Voice quality impact on contact center outcomes is unmeasured
Genesys Cloud logs interaction outcomes and CSAT. Synthflow provides the voice experience. Whether a specific Synthflow configuration improves or degrades your Genesys Cloud containment rate is a question that only a joint investigation can answer.
The true cost per AI-voiced interaction is invisible
Genesys Cloud charges per interaction or seat. Synthflow charges per character synthesized. Your true cost per customer interaction served by AI voice spans both bills — but nobody's looking at them together.
Escalation root cause straddles two platforms
When a Synthflow agent escalates within Genesys Cloud, both platforms log the event differently. Determining whether escalations stem from voice quality, script errors, or routing requires evidence from both sides.
Cross-Provider Questions
What teams ask Sherlock about Genesys Cloud + Synthflow
Questions that would take hours to answer manually — answered in under 5 seconds from Slack.
- SC“Which Synthflow voice configurations produce the best Genesys Cloud CSAT and containment scores?”
- SC“What's the Genesys Cloud escalation rate for calls handled by Synthflow vs human agents this week?”
- SC“Show me all Genesys Cloud interactions where the Synthflow agent failed to contain the call”
- SC“What's our blended cost per interaction across Genesys Cloud and Synthflow this month?”
- SC“Which Genesys Cloud queues see the highest Synthflow AI containment rate?”
Beta Setup
Connect Genesys Cloud + Synthflow to Sherlock in 2 minutes
No code, no webhooks, no new dashboards. Beta users get direct onboarding support.
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Connect Genesys Cloud
Add your Genesys Cloud credentials to Sherlock Calls. Read-only access — no code changes, no webhooks, no Genesys Cloud configuration required.
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Connect Synthflow
Add your Synthflow credentials. Sherlock indexes all voice workflow call logs, outcomes, and step completion data automatically.
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Ask your first cross-provider question. The game is afoot.
Type any question about your combined Genesys Cloud + Synthflow stack in Slack. Sherlock queries all connected platforms in parallel, correlates the evidence, and returns a sourced answer in under 5 seconds.
FAQ
Common questions about Sherlock + Genesys Cloud + Synthflow
How does Sherlock Calls connect Genesys Cloud and Synthflow data?
- Sherlock uses read-only API access to both platforms simultaneously. When you ask a question, it queries Genesys Cloud, Synthflow in parallel, correlates the results by timestamp and shared identifiers, and produces a single sourced answer — the same way a good detective correlates evidence from multiple witnesses.
Do I need to set up any data pipelines between Genesys Cloud and Synthflow?
- No. Sherlock Calls is entirely pull-based — it queries both APIs on demand when you ask a question. There are no webhooks, no ETL pipelines, no data warehouses, and no code changes required in any of the connected platforms.
What kinds of questions can I ask about my Genesys Cloud + Synthflow stack?
- You can investigate anything that spans both platforms — service level and first-call resolution rate, workflow completion rate per step, cross-platform costs, handoff patterns, and performance comparisons. Sherlock translates your plain-English question into the right API calls and returns the deduced answer.
Is my Genesys Cloud and Synthflow data stored by Sherlock?
- No. Sherlock Calls queries your data in real time and returns results directly to Slack — nothing is stored, indexed, or replicated in any Sherlock database. All data remains in Genesys Cloud and Synthflow and is accessed only during an active investigation.
How long does it take to set up the Genesys Cloud + Synthflow integration?
- Elementary — typically under 5 minutes total. Connect each platform with read-only credentials, install the Sherlock Calls Slack app, and ask your first question. No engineering, no dashboards, no onboarding calls required.
Apply for early access to Sherlock + Genesys Cloud + Synthflow
We're accepting a select group of beta users to shape the Genesys Cloud + Synthflow combination. Tell us about your stack and we'll reach out personally if you're a fit.
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