When you staff an extra agent from 2:30–4:00 pm to smooth the 3:00 rush, is there a formal term for that buffer period in scheduling? I build a 90-minute overlap and teach it in week-one training, but I’ve heard three different names and want to standardize our SOP.
I’d standardize it as a “bridge hour” — think pit crew for the 3:00 rush. In the SOP, define it as a 90-minute coverage cushion and tag those blocks in the schedule (or give them a “BH” labor code) so payroll and training stay aligned. Small caveat: if your property’s payroll/union language mandates “overlap time,” mirror that term — does that fit your setup?