Genesys Cloud - Main

You are probably wanting to limit the calls they can get, so you should create a division for the outsourcer.  Then place the queue that handles that DNIS digit in that division along with that user.  Give them permission to interactions details view and recording view.  You may want them to have other access like evaluation or coaching.  

Thanks for the reply - we will try and dissuade them from doing this, but now we know how if we need to go down this path. Thank you!

You are probably wanting to limit the calls they can get, so you should create a division for the outsourcer.  Then place the queue that handles that DNIS digit in that division along with that user.  Give them permission to interactions details view and recording view.  You may want them to have other access like evaluation or coaching.  

I was able to do what Robert suggested for one of our clients.  I created a unique role for them that gave them limited access and a new Division and placed that queue in it.  To listen live, they will also need a webrtc phone.

Thanks for the reply - we will try and dissuade them from doing this, but now we know how if we need to go down this path. Thank you!

You are probably wanting to limit the calls they can get, so you should create a division for the outsourcer.  Then place the queue that handles that DNIS digit in that division along with that user.  Give them permission to interactions details view and recording view.  You may want them to have other access like evaluation or coaching.