@garyh I think this is the KB that Andy is refering to. I agree with you the reports are not of much value. Having read access to the database would be of far more value.
Customer and Technician Efficiency Reports - Knowledge Base / Reports - Syncro Support Community (syncromsp.com)
@Andy
This is incorrect
Your KB article does not describe that the Business Opening hours configuration are included in the calculation.
Please fix that.