[otrs] First resolution rate

Hello, I'm not familiar with Perl and don't know how to check but could you explain me how is calculated first resolution rate? Is this KPI connected to agent or queue? Thanks for support! Andrzej Pietrzyk Sąd Rej. dla Wrocławia-Fabrycznej we Wrocławiu, VI Wydz. Gosp. KRS KRS 0000024720 NIP: 729-10-04-815 Regon: 470910330 Kapitał zakładowy: 19.595.500,00 PLN