Sherlock Calls
for Genesys Cloud
Your Genesys Cloud generates millions of data points per day. Most of them go unread. Sherlock deduces what they mean — ask anything about your interactions, queues, and agents from Slack and receive a sourced answer before the next call arrives.
TL;DR — What this integration does
- 1
Sherlock Calls connects to your Genesys Cloud account via OAuth — no code changes, no API instrumentation, operational in under 2 minutes.
- 2
Ask anything about your contact center in plain English from Slack — 'Why are calls misrouting to this queue?' 'Which agents have the lowest handle time today?' — answered in under 5 seconds.
- 3
Sherlock queries Genesys interactions, queues, agent metrics, and routing flows autonomously, correlates the results, and delivers actionable answers without requiring Genesys Analytics navigation.
<5s
Answer to any Genesys query
0
Analytics dashboards to build
8,000+
Organizations on Genesys Cloud
About Genesys Cloud
What is Genesys Cloud?
Genesys Cloud is a leading CCaaS (Contact Center as a Service) platform trusted by 8,000+ organizations across 100+ countries. It became the first CCaaS provider to surpass $2B in annual recurring revenue, posting 35% CCaaS growth. Recognized as a Leader in both the 2025 Gartner Magic Quadrant and the Forrester Wave CCaaS Q2 2025 — receiving the highest scores in AI architecture, generative AI, and LLM support.
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.
Setup
Connect Genesys Cloud to Sherlock in 2 minutes
No code, no webhooks, no new dashboards. Just credentials and questions.
- 1
Connect Genesys Cloud via OAuth
Authorize Sherlock Calls with read-only access to your Genesys Cloud organization via OAuth — no code changes, no API keys to manage.
- 2
Add Sherlock to Slack
Install the Sherlock Calls Slack app to your workspace. Your operations team can start asking questions from any Slack channel immediately.
- 3
Start investigating
Ask 'Show me all interactions that waited over 5 minutes in queue today' — Sherlock queries Genesys, correlates routing and agent data, and returns sourced results.
Use Cases
What teams ask Sherlock about Genesys Cloud
- SC“Deduce why calls are being misrouted to the wrong queue this afternoon”
- SC“Show me all interactions with a wait time over 5 minutes today — and which queues are the culprits”
- SC“Which agents had the highest handle time in the last 7 days, and is it a pattern?”
- SC“Investigate all Genesys interactions for this phone number this month”
- SC“What is our current service level across all queues right now, and which are at risk?”
Features
What you can do with Genesys Cloud
Interaction Investigation
Query any interaction by ID, phone number, or agent. Get full details including recordings, transcripts, and routing history without navigating the Genesys Console.
Queue Analytics
Monitor queue performance, wait times, and service levels in real time. Identify bottlenecks before they impact customers — from a single Slack question.
Agent Performance
Track agent metrics, handle times, and quality scores. Compare performance across teams and campaigns with natural language queries.
Routing Debugging
Trace exactly how interactions were routed — IVR flows, skill-based routing, queue assignments. Debug misrouting in seconds, not hours.
Cross-Platform Correlation
Correlate Genesys interactions with Twilio and ElevenLabs data for hybrid contact center deployments — unified timelines, single query.
Compliance Monitoring
Search for compliance-related patterns in transcripts. Flag conversations that need review for regulatory requirements automatically.
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.
FAQ
Common questions about Sherlock + Genesys Cloud
How does Sherlock Calls connect to Genesys Cloud?
- Sherlock Calls connects to Genesys Cloud via OAuth with read-only access to your organization. No code changes, no API instrumentation, and no Genesys Architect configuration is required. Setup takes under 2 minutes.
What Genesys Cloud data can Sherlock Calls access?
- Sherlock Calls can query Genesys Cloud interactions, queue metrics, agent performance data, routing traces, IVR flows, and quality management evaluations. All data is accessed in real time via the Genesys Cloud API.
Can Sherlock Calls debug Genesys routing issues?
- Yes. Sherlock can trace exactly how an interaction was routed — which IVR flow triggered, which queue it entered, which agent answered, and where it transferred. Ask 'Why did this call go to the wrong queue?' for a step-by-step routing trace.
Can Sherlock Calls monitor Genesys queues in real time?
- Yes. Sherlock Calls queries real-time Genesys queue metrics on demand — agents online, contacts waiting, oldest contact age, service level status — from a simple Slack question.
How is Sherlock Calls different from Genesys Analytics?
- Genesys Analytics requires building reports and navigating dashboards. Sherlock lets your operations team ask questions in plain English from Slack and get instant, sourced answers — without creating a single report or logging into the Genesys Console.
Ready to investigate your Genesys Cloud calls?
Connect your Genesys Cloud account in 2 minutes. Start asking questions in plain English and get instant, AI-powered answers about your calls.
No credit card required · 50 free credits
Even more powerful combined
Also works with