Sherlock Calls
for Cognigy + Genesys Cloud
Cognigy automates contact center conversations at enterprise scale. Genesys Cloud manages enterprise contact center interactions and routing. 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 Cognigy, Genesys Cloud 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 Cognigy nor Genesys Cloud can answer alone. Cognigy shows automation metrics — not their impact on CRM pipeline or revenue. Genesys Cloud shows queue KPIs — not how they connect to revenue or churn. 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 voice AI + contact center query
2
Connected platforms, 1 Slack question
0
Code changes or webhooks required
The Investigation Gap
What's invisible when you use Cognigy + Genesys Cloud 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
Cognigy logs interaction outcomes and CSAT. Genesys Cloud provides the voice experience. Whether a specific Genesys Cloud configuration improves or degrades your Cognigy containment rate is a question that only a joint investigation can answer.
The true cost per AI-voiced interaction is invisible
Cognigy charges per interaction or seat. Genesys Cloud 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 Genesys Cloud agent escalates within Cognigy, 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 Cognigy + Genesys Cloud
Questions that would take hours to answer manually — answered in under 5 seconds from Slack.
- SC“Which Cognigy voice configurations produce the best Genesys Cloud CSAT and containment scores?”
- SC“What's the Genesys Cloud escalation rate for calls handled by Cognigy vs human agents this week?”
- SC“Show me all Genesys Cloud interactions where the Cognigy agent failed to contain the call”
- SC“What's our blended cost per interaction across Genesys Cloud and Cognigy this month?”
- SC“Which Genesys Cloud queues see the highest Cognigy AI containment rate?”
Beta Setup
Connect Cognigy + Genesys Cloud to Sherlock in 2 minutes
No code, no webhooks, no new dashboards. Beta users get direct onboarding support.
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Connect Cognigy
Add your Cognigy credentials to Sherlock Calls. Read-only access — no code changes, no webhooks, no Cognigy configuration required.
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Connect Genesys Cloud
Add your Genesys Cloud credentials. Sherlock indexes all contact center queues, interaction records, and agent metrics automatically.
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Ask your first cross-provider question. The game is afoot.
Type any question about your combined Cognigy + Genesys Cloud 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 + Cognigy + Genesys Cloud
How does Sherlock Calls connect Cognigy and Genesys Cloud data?
- Sherlock uses read-only API access to both platforms simultaneously. When you ask a question, it queries Cognigy, Genesys Cloud 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 Cognigy and Genesys Cloud?
- 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 Cognigy + Genesys Cloud stack?
- You can investigate anything that spans both platforms — automation rate and escalation pattern, service level and first-call resolution rate, 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 Cognigy and Genesys Cloud 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 Cognigy and Genesys Cloud and is accessed only during an active investigation.
How long does it take to set up the Cognigy + Genesys Cloud 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 + Cognigy + Genesys Cloud
We're accepting a select group of beta users to shape the Cognigy + Genesys Cloud combination. Tell us about your stack and we'll reach out personally if you're a fit.
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