This feature helps workforce planners estimate AI agent credit requirements directly from forecasted demand in Dynamics 365 Customer Service and Dynamics 365 Contact Center.

Supervisors define forecast scenarios that include a planning horizon, entity type (such as cases or conversations), queues, and channels in scope in the Copilot Service workspace. The intelligent forecasting model analyzes historical interaction data and identifies volume patterns to generate predicted demand. This forecast serves as the basis for credit estimation.

The estimation capability applies forecasted workload to supported AI agents to calculate expected credit consumption. Supported agents include:

Quality Evaluation Agent
Case Management Agent
Customer Intent Agent

The system provides a direct mapping between forecasted demand and projected AI credit usage, giving planners a clear view of how automation scenarios affect capacity planning and cost expectations.

Organizations can model different adoption strategies by specifying the percentage of forecasted workload handled by AI agents. This enables scenario analysis, such as incremental adoption or full automation of specific interaction types, and helps planners evaluate trade-offs between human-assisted and AI-driven workflows.

The feature eliminates the need for offline calculations by generating credit estimates within the forecasting experience. Estimates remain tied to the underlying demand scenario, making it easier to refine assumptions and iterate as forecasting inputs change.

This capability requires Workforce Management and AI-based forecasting.

Workforce Management must be installed through the Power Platform admin center by using the Workforce Management for Customer Service package.
AI-based forecasting must be enabled in the Copilot Service admin center app.

After Workforce Management is enabled:

Go to Workforce Management > Forecast volume.
Set Enable forecasting.
Select Allow dynamic forecasting (AI-based).