Call sentiment refers to the overall emotional tone of a customer service call. It can be used to measure customer satisfaction, as well as to identify areas where customers are experiencing positive or negative emotions. There are a number of ways to measure call sentiment, including through voice analysis and customer surveys. Voice analysis involves using software to analyze the acoustic properties of a customer's voice, such as pitch, intonation, and stress levels. This type of analysis can be used to automatically detect sentiment in calls.