Why does play mode appear to skip some tickets?

Issue symptoms

I expect play mode to go through all eligible tickets. In some cases, play mode prioritizes tickets incorrectly or skips tickets.

Resolution steps

Play mode is an outdated way to serve tickets to agents. The feature relies on agent-specific caches that refresh every five minutes. This five-minute cache can cause inconsistent prioritization and make it look like play mode skips tickets.

To avoid limitations with play mode, use omnichannel routing to automatically assign tickets to agents based on your routing configuration and agent availability.

For more information, see Turn on omnichannel routing and Manage your omnichannel routing configuration.