The following ISO/IEC 25010 quality goals (ordered by importance) should be met. They are refined into testable scenarios in Quality Requirements, and the Solution Strategy shows how the architecture addresses each of them.
| # | Quality property | Characteristics | Goal | Motivation |
|---|---|---|---|---|
| 1 | Security | Confidentiality, Authenticity, Accountability | Customer data is disclosed only to authenticated agents allowed to see it for the tenant and process. Every change an agent makes can be traced to that agent. | KBP is reachable from the internet and handles personal, bank, and consent data of EnBW and Yello customers (GDPR). |
| 2 | Reliability | Availability | KBP is available for at least 99.5% of working hours (06:00–22:30) per calendar month. | Agents cannot serve callers without KBP for the complex processes the leading agent systems do not cover. |
| 3 | Performance efficiency | Time behaviour | Pages are ready within 3 s for 95% of page loads. | Handling time per call is the call center’s key measure; fast response times are the agents’ main expectation. |
| 4 | Compatibility / Reliability | Interoperability, Fault tolerance | KBP works correctly with the backend systems it integrates, and the outage of one backend affects only the features that depend on it. | KBP orchestrates processes across about 20 backend systems and owns almost none of the data itself. |
| 5 | Usability | Operability, User error protection | Agents complete common tasks quickly and without help; input errors are caught where they are made, without losing entered data. | Agents switch between many processes during a call and work under time pressure. |