Made on
Tilda
Historically, voice and digital channels were measured using vastly different criteria. The updated standard harmonizes these metrics. Speed of answer, first-contact resolution (FCR), and quality scores are now standardized across email, chat, and voice, allowing for balanced cross-channel benchmarking. 2. Heightened Focus on Automation and AI
| Deprecated Feature | Replacement | |--------------------|--------------| | ruleOrder: "firstMatch" (unpredictable) | Explicit priority integers (lower runs first) | | SHA-1 digest for block signatures | SHA-256 mandatory | | Plaintext description fields containing sensitive data | New sealed annotation – encrypted with agent public key | copc updated
: All new certification baseline assessments will use Release 8.0 starting in Full Transition Historically, voice and digital channels were measured using