How to estimate and forecast agentic assists usage based on Incident data

[Victor Chen]

If you're looking to use AI Agents to triage and resolve your Incidents, you can use Performance Analytics to estimate and forecast the potential assists consumption. The number of incidents created can serve as a starting point to estimate how many assists consumed if an AI Agent were to triage created incidents. As a reminder, AI Agents assists consumption tiers are as follows:

• 0-4 tools run per execution = 25 assists
• 5-8 tools run per execution = 50 assists
• 9-20 tools run per execution = 150 assists

See the companion article for how to measure and forecast total assists consumption or agentic assists consumption here: https://www.servicenow.com/community/now-assist-articles/build-an-assists-and-agentic-assists-foreca... 

Part 1 — Create the Indicator Source

1. Navigate to All > Platform Analytics Administration > Data Sources > Indicator Sources and select New.
2. In the Name field, enter something descriptive like Incidents created for agentic assists estimate, and add a similar description.
3. In the Calendars field, leave it set to the Standard calendar.
4. In the Valid for frequency field, select Daily.
5. In the Facts table field, select incident 
6. Under Conditions, add:
   • [Created] [at or before] [Today]
   • AND
   • [Created] [at or after] [accumulation start date] Determine which date(s) you want to begin counting incidents that you would want to estimate for agentic assists consumption. 

Note: Not every incident created will be addressed by AI Agents. This would be a high-end estimate. Consider adding additional filters such as assignment group, priority, or keyword descriptions

On the top bar, right-click and Save.

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Part 2 — Create the Automated Indicator

The indicator will aggregate the count of incidents from the indicator source.

1. Navigate to All > Platform Analytics Administration > Indicators > Automated Indicators and select New.
2. In the Name field, enter something like Created Incidents for agentic assists estimate, and a description.
3. Under Indicator properties, set Direction to Maximize (more assists consumed over time is directionally increasing), and set Unit to Number (#).
4. Click the Source tab and select your indicator source from Part 1 above.
5. In the Aggregate field, select Count 
6. Expand the context menu and click Save.
7. Then in the Jobs related list, associate the appropriate data collection jobs, be sure the jobs are set to Active = true:

• A Historic job (run once to backfill past data)
• A Daily scheduled job (run daily going forward, collecting the previous day's data)

Execute the historic job immediately to populate the chart with past Incident Created data.

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Part 3 — Configure Formula Indicator(s)

This creates an Indicator that calculates whether every incident would consume 25 assists (small) or other agentic assist tiers.

1. Navigate to All > Platform Analytics Administration > Indicators > Formula Indicators and select New.
2. In the Name field, enter something like Agentic assists formula for Incidents (small), and a description.
3. Under Indicator properties, set Calendar to Standard and set Unit to Number (#).
4. In the formula, reference the previous Indicator by clicking on 'Browse for an indicator' that counted Incidents created, and multiply it by '25'. 

Note: Not every incident created will be triaged by an AI Agent and consume 25 or 50 assists. This would be a high-end estimate. E.g., some incidents may be routed to a human agent. Consider adding a % such as '0.80' to estimate that 80% of created incidents would be triaged by an AI Agent. 

5. Click Save.

Optional: Create another formula indicator and multiply by '50' for medium agentic assists estimate. 

 

Part 4 — Create the Dashboard with a Forecast Line Chart

1. Navigate to All > Platform Analytics > Library > Dashboards.
2. Select Create new dashboard.
3. Give it a name (e.g., Assists Consumption Forecast by Incident) and save.
4. The dashboard opens in edit mode automatically.
5. In the dashboard editor, select Add new element. Select Data Visualization > New data visualization.
6. In the Visualization Designer, select Visualization type as "Line". 
7. Select Add data source and choose the Formula Indicator = Agentic assists formula... indicator created in Part 3. 
8. Under Date range:
   
   • Set a absolute period that covers your historical data + days in the future
   • Optional: Toggle Allow change date range on so users can adjust the window
9. Under Additional settings:
   • Toggle Show forecast to ON. This displays the dotted forecast line. You can also configure the forecast again here.
   • Toggle Show forecast range to ON to also display the 95% confidence interval shading.
   • Click Configure forecast if you want to override the forecast settings set on the indicator specifically for this visualization (e.g., change the number of periods to display in the forecast line).
10. If you also created a formula indicator for medium assists consumption, you can also add it as a data source to create the dual formula indicator chart seen in the screenshot at the top of the article. Thus, each data source and metric in the chart configuration would reference two formula indicators.