1. A method, implemented by a computer, for allocating a call from a user to an agent, the method comprising: determining, by the computer, a set of sentiment indicators associated with the user from one or more acoustic parameters of the call; selecting, by the computer, 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.
1. A method, implemented by a computer, for allocating a call from a user to an agent, the method comprising: determining, by the computer, a set of sentiment indicators associated with the user from one or more acoustic parameters of the call; selecting, by the computer, 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. 3. The method of claim 1 , wherein determining the set of sentiment indicators comprises: measuring an acoustic parameter of a voice of the user; determining a score associated with each sentiment indicator based on the measured acoustic parameter.