There has been recent progress in the analysis of call-center data.   Call-by-call  data  from a small number  of sites  have  been  obtained  and  analyzed,  and  these  limited  results  have  proven  to  be fascinating.    In  some cases,  such  as the  characterization of the  arrival  process  and  of the  delay of arriving  calls to the  system,  conventional assumptions and models of system  performance  have been upheld.  In others, such as the…