When a vendor or team lead asks "which of my agents has been sitting on a ticket for more than twenty minutes right now?", a single average will not answer it. What answers it is a row of live counts — one per time bucket — that you can click into to see exactly who is in each one.

Qvasa builds that with one quick stat metric and its two minute thresholds. Add the same metric several times with different thresholds and you get a live threshold board: Under 5 min, 5 – 10 min, 10 – 20 min, 20+ min. Each number is a count of agents, and each one drills in to the agents behind it.

This guide covers finding the metric, setting the thresholds, building the board, and using the Agents drill-in.

Open your dashboard, click Edit, then add a widget. In the widget picker choose the Quick stat widget type and search for agents with open assignments.

Three results appear, one per channel, under Ticket Assignment Metrics:

Pick the one for your channel. In this guide that is the Email variant.

Selecting the metric opens its configuration on the right. Below the chart type and size you will find the two fields that turn a plain count into a bucket:

Leave either field at 0 to switch it off. That is what makes open-ended buckets possible:

Both fields accept 0 to 43,200 minutes (30 days). Set the chart type to Single Number and give the widget a name that matches its bucket, then add it.

Add the same metric once per band, changing only the two thresholds and the widget name. Four small quick stats in one row give you the whole picture at a glance:

Because the ceiling is exclusive and the floor is inclusive, adjacent buckets never double-count: the four numbers above add up to the total number of agents holding an Open email ticket right now.

Every dashboard filter still applies before the bucketing, so an agent-group or email-domain filter gives you one board per vendor or team — which is the usual reason to build this.

A count on its own tells you there is a problem; the drill-in tells you who to talk to. Open the widget's actions menu and choose the Agents drill-in:

The list contains exactly the agents the number counted — no re-filtering, no discrepancy between the badge and the list. Use CSV to export it.

There is a second drill-in on the same menu: Tickets. It returns one ticket per counted agent — the single longest-running Open ticket that put them in this bucket — so you can open the actual conversation in Zendesk or in Qvasa.

Three details decide which bucket an agent lands in.

The clock starts when the agent was assigned, not when the ticket entered the Open status. If a ticket sat in Open for an hour before anyone picked it up, the agent's clock still starts at the moment of assignment. It stops the moment the ticket leaves Open or the agent is unassigned.

Each agent is represented by one assignment — their longest-running one. The metric counts distinct agents, not tickets. An agent holding four Open tickets appears once, placed by their oldest of the four. That is why the buckets can be read as "how many people", not "how much work".

The date range does not apply. This is a live snapshot of this moment, so the dashboard's date filter does not limit which assignments count. A ticket picked up days ago still counts while it stays Open and assigned — which is exactly what you want from a board designed to surface the ticket nobody has touched. For the same reason the metric cannot time-travel: selecting a past date will not rebuild who was holding what last Tuesday.

Two nearby metrics answer similar-sounding but different questions.

The metric is not in the widget picker. Confirm you are on the Quick stat widget type — it is not available as a chart — and that the channel it needs is connected. The Email variant requires an Email channel, and so on.

Every bucket reads 0. Check the thresholds first: a floor above a ceiling (for example "at least 20" with "under 10") describes an impossible band and will always be empty. Then confirm agents really are holding Open tickets on that channel right now — set both fields to 0 to see the unbucketed total.

The total is lower than you expect. Tickets with no activity since 2 September 2026 have not joined the metric yet. They appear as soon as anything happens on them.

An agent appears in a bucket you did not expect. Remember they are placed by their longest open assignment. An agent who picked up three tickets in the last minute but still holds one from half an hour ago sits in the 20+ bucket.