Knowledge Search Failure Report (Agent-Based ITSM Reporting)

[mania]

Hello Everyone,

I would like to build an ITSM report named “Knowledge Search Failure Report.”

Definition:
A search will be considered a failure in the following cases:

• No results are found, or
• The agent does not click on any article

Requirement:
This report should strictly be based on agent activity (no end-user data involved).

Objective / Client Expectation:

• Identify missing knowledge
• Improve search results
• Track search failures at the agent level

Could anyone please suggest best practices or approaches to design and implement this report?

Thank you in advance!