9. A computer system for allocating a call from a user to an agent, the system comprising: a processor operatively coupled to a memory device, wherein the processor is configured to execute instructions stored in the memory 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.
12. The system of claim 9 , wherein the acoustic parameter includes at least one of: a speaking intensity, a speaking rate, or presence of one or more pitches.