Email categorisation rules are not working (they were running previously on production perfectly since years) . is it due to the recent Microsoft recent depreciation of the Routing Diagnostics feature within Unified Routing?
The issue with Email Categorization Rules not working in Omni Channel Unified Routing may be linked to Microsoft's deprecation of the Routing Diagnostics feature. While this tool primarily supported diagnostics and visibility, its removal may indirectly affect troubleshooting and behavior validation of categorization rules. Recommended Actions:
Review rule conditions in the categorization rules to ensure no corruption or outdated references post-updates.
Use Work Classification and Routing Rule Set logs via the Omni Channel Admin Center or Power Platform Trace Logs for diagnostics.
Ensure the latest Wave updates have not altered Unified Routing behavior—test in a sandbox if needed.
If the issue persists, raise a support ticket with Microsoft to confirm if recent changes are impacting rule execution.
Let me know if you'd like a PowerShell or API method to test rule evaluation.
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