17. A non-transitory, computer-readable medium storing instructions that, when executed by a processor device, cause the processor device to perform operations comprising: determining a set of sentiment indicators associated with the user from one or more acoustic parameters of the call; selecting a candidate agent to handle the call based on the set of sentiment indicators and a sentiment handling capability associated with the candidate agent; and allocating the call to the candidate agent.
23. The computer-readable medium of claim 17 , wherein the operations comprise: analyzing a conversation between the user and the candidate agent; and updating the sentiment handling capability associated with the candidate agent based on the conversation.